Claim my phone with telkom insurance

I had a insurance with telkom so now I claim. My first phone and I got another one I even payed the 650 so now I claimed in November 2033 so they don't want to help nr even I send the proof of everything that I did give them. I did send the box and paper and the person who was helping me with the first claim he or she did the wrong thing I want them to tell me what is going on or they must give me my phone or my money back or I will call my lawyers