Claim Ignored by Telkom Insurance

Hello

i lost my cellphone device due to theft on the 10th of this month i blocked the phone i got the ITC number and i opened the case i wrote the affidavit, i submitted all the required documents, they are asking me to take a picture of the cellphone with the IMEI number but i have provided the IMEI number. i bought the cellphone in 2018 i do not have the box of the phone anymore. i sent emails i have only received one reply saying they got the claim and they told me to submit things i have already submitted. i tried calling this number :*** and i was redirected to this number:*** and nobody is picking up i have wasted more than enough airtime with no luck i called the number again today still no luck. i do not know what is the issue i have never defaulted my payments for the insurance are up to date and they are going to debit the money on the 25th but they cannot Assist when needed