claim ignored - telkom finrite

I insured my handset with telkom finrite which i unfortunately lost on the 20/12/19, submitted the claim by the 29/12/2019 on the day i received an sms stating my the claim is being processed. every time i call in for feed back on the claim its the same story claim is being process, I've never missed a payment I'm debited but they are not delivering the service that i'm paying for . Please assist