Bad Insurance

I have a Iphone insured with telkom which broke and i took in for claiming on the 9th of Sept 2019, till to this day i have not received any communication from them in terms of my claim and the excess fee i have to pay, when i call to inquire on the progress i'm unable to go through and get the answering machine. I'm really fed up because they had said it would take 7-21 days but its almost a month now and i'm in the dark and getting no help.