Very bad service

I have had the worst experience with Finrite Administrators, under Telkom insurance. I reported that my device was ****** in January 2019, received an SMS on the 02nd of February 2019 confirming receipt of my claim and that it will take 48 hours for assessment of the claim. I am waiting til today! When I send an email to them I receive no response, when I call them I have to hold the line for 30 mins + and when I FINALLY get through to a consultant they say their system is offline!! What does it take to get a response from Finrite?