Can't claim from the insurance due to Telkom customer care

I lost my phone 2 weeks ago and I've made 3 calls already to Telkom to get a reference number so I can claim to the insurance but I still haven't received an sms with confirmation that my phone has been blacklisted. I still don't have a phone, I called now and the lady who was assisting me left me hanging. I'm not sure what to do anymore coz I've been paying for the insurance for over 2 years and now it time for me to claim but no one is willing to help, it so frustrating and annoying.