Bad Insurance Service From Telkom

A month ago, me and my partner lost our phones. We since called the insurance and put in a claim. A month later after submitting all relevant documentation, we still haven't had a response from them. We have tried numerous attempts to contact them but to no avail. We have been paying religiously so, even after being without phones for a month they still debit. This is bad service. We don't even get communication from them telling us about the progress of our claim..