Dissapointed

I am very disappointed with Finrite Telkom insurance , I've been trying to call them for the past week to lodge a claim but their phones just ring with no answer, I downloaded their claim form online filled it and emailed them still no answer and its been over a week now , I don't know how to deal with this anymore , I don't know how long is going to take me without a phone . How do they deduct our premiums monthly but not be available for us when we need them? I am really desperate now as I don't have a phone and don't know where I stand with them.