Contract claim horror

I don't know how many times I've been trying to call Telkom , its a mission to get hold of them. you sign a contract with them and insure your phone with them but when you claim now you're being told about admin plus. does it really have to take 3 weeks to claim for a lost phone and am I really going to have to pay for something I haven't been able to use. For such a big company, its disappointing to experience such. I'm starting to think that I'm going to spend Xmas without a phone...