Complain about telkom claim insurance

I claim a phone on the 8 of May until today I don't have a phone I spoke with the half of the agent via phone so now I already spoke with half of the agent via email I'm so disappointed with telkom claim insurance I pay the access fee now the say the document I send the need password which I don't I understand so the say I will get my phone in 5 to 7 working days which I doubt it