Bad service from Telkom and their insurance company

Lost my phone and went to the nearest branch to claim and I was told that I have I call the insurance company myself they not getting involved... I did likewise I've submitted everything and got a claim number and every time I call them I hold a very long time only to be told that they are waiting for the tracking number and there's nothing more to tell me. When I contact Telkom they tell me that it's between me and the insurance company, Telkom is in business with these guys and if they not offering service to me as their customer Telkom must intervene to assist with the matter