TELKOM INSURANCE CLAIM UNPROCESSED

I first logged my cell phone insurance claim on 31/12/2019 to date it has not been paid, i have not been sent the excess amount to pay, claim is still being ''assessed''. I call every 3 days and am told assessment takes 3-5 working days or 48 hours. It's been 7 weeks yet my account is billed every month without fail. claim number is PC029236, nobody is taking ownership or responsibility in resolving this claim, i am answered by uninterested agents each time!!!