Finrite a **** insurer

In September 22nd 2017 I lost my cellphone which is insured by finrite. I called telkom and was instructed to open a case and obtain a case no. and do an affidavit. Telkom gave me the ITC no. for claiming and was told to contact finrite to claim. I called and they said I must download the finrite claim form and email them together with the supporting documents of which I did and the date of that was the 20th of October 2017. Mind you I'm still paying for my phone insurance and my phone contract but I still have no phone. 8 months now and I have no phone. This is unacceptable!!!!!!!!!!!! I want answers.