Telkom insurance claim for a lost cellphone

Good day.

Claim number ***

I have submitted a claim for a lost contract cellphone as it was under insurance with Telkom insurance (Finrite administrator). I was not happy with the service i received from them as i was told i need to do it myself they are not allowed to do it for me. I am very disappointed because they are treating me as if i purchased the phone Online. I submitted the required documents to the insurer for severally times and their mail box was full , so the only option i had was to phone them which i did and i had to hold for 35 mins . I have paid the excess fee and now i am told to wait for 48 hours for them authorize the claim. They keep on passing the buck and tell me one and the same story about the 48 hours waiting period and its now almost a month still my issue is not resolved. I am working and a student at the same time and now i don't have any access to the internet or phone to submit my assignments . This i really frustrating and now its costing me as i am the one who needs to phone them every 48 hours with no solution to my complaint. They always have different stories to tell "the system is down and they can not assist me i must phone them again". I would really appreciate if this is resolved.

Kind regards Patricia Matsane