Bad bad bad service

It's been almost 5months that my phone has been ******, I've put in a claim.. send them all the paperwork that they've asked for.... Now there is no feedback from them... I've been paying for almost 3 year... And still pay for a phone and insurance I do not have... I've Heard of people that were helped with in 2 weeks they were sorted... But then again.... They were not with OMART/Telkom...