Telkom sold us lies for insuring our phones

No service at Finrite, i went to report my phone lost at Telkom store in Alberton City, called from the same store, holding time was 1 hour and finally when you get to an agent he promises to call you within 48 to 72 hours, its been 2 weeks i even sent email to the complaints email but nothing happened after another week. It seems we got a raw deal from such a big company called Telkom. When you call Telkom they refer you to Finrite and i was told that they also communicate with their insurance company via emails. Hello peter please help me