Unpaid claim

I started my device claim on the 11 October 2019 and to date my claim is still being processed every week I phone and my claim is being "escalated" which makes no damn impact at all no follow up phone calls or emails I've spent about a R1000 on airtime phoning that call centre. Telkom should give its customers another insurance option or I'm never taking another device from them aswell since they can't help but I still pay them too.