Need my phone asap

I have logged claim 26 June 2020,Lost my phone at the shop . i was assisted and claim was logged ***,then request from Santam was that i call the services provider Telkom to get itc number i did so and gave itc number the same say 26 June 2020, Monday i follow up then i spoke to Sipho Sithole and he promised to give feedback in the week,Today i call at 9am was transfered 3 times wrong department and Sipho was not available i call again at 11:30 still no feedback spoke to Rushana Slaeien who told me need to get affidavit a week later and the Supervisor is not available ,,,Iam so dissapointed and have been paying my premiums monthly to receive this services