Tshililo Mudau Urgent Claim not being attended to

My name is Tshililo Maxwell Nudau. On 01 February 2020 my phone was ****** at Cosmo City within the Roodepoort area. I then proceeded to go to the police to open up case in which soon after I received my case number via SMS. The following Monday on 03 February, I called Finrite Insurance to submit claim on the grounds of theft and loss of my cellphone ( mind you i had to stay on the line for more 2 hours before my call could be answered). The agent who was assisting me told me to submit various documents and that I should write my case number, IME and ITC numbers on the body of the email without the need of an affidavit. She then advised that I would receive feedback within 48 hours. A whole week went by with no response which compelled me to call again during my own working hours to follow up on the claim, this time took me an hour for my call to be attended by an agent by the name of Bernice. I told the agent about my query and frustration regarding the matter, she then logged on the system and told me that my claim was not processed due to a missing document (an affidavit). I found this very disappointing because the first agent told me that I did not need an affidavit because I had provided the case number. Anyhow i then suggested that when I send the affidavit via email, it should be addressed by her and she agreed. I then went to the police station to obtain the affidavit and submitted on 10 February and typed "Attention Bernice" on the subject line of the email as per advise. Till this day i have not received a response. It has now been weeks since i submitted my claim to no avail, yet I am still being billed. I am now considering taking legal action if my case is not resolved within the coming days. The last time I claimed from this insurance company it took me 3 month for me to get my device and I am NOT about to wait any longer this time. i need this cellphone for work purposes and therefore this issue negatively impacting my work. We pay insurance so that we may be covered when something out of our control happens, not for ridiculous excuses for not wanting to payout our claims. PLEASE ATTEND TO THIS CASE ASAP.