Telkom insurance not paying out claims in time

I have a cellphone insurance with Telkom Insurance(finrite), i lost my phone and made a claim on the 09 March 2018. Since then, i have not received a proper feedback as to how far is the process, all i get is they are on a bad lock.

When i call, either they drop my calls and if they answer, none of the agents is giving me a proper feedback or know when am i getting my claim. I emailed the complaints department and attended to me once but now no one is responding to any of my emails. It is over a month now and i am getting the same response and no one calls me back to tell me what is happening. I am still paying for the insurance and never missed a payment.