Extremely bad service

I've lost my contract phone which I had insurance, three weeks back I went to telkom shop for assistance they just gave me the papers I need to fiil and they told me I should email them which they gave me the email address. But funny part is it's been two weeks now I haven't got any respond when I try to contact telkom customer care service I get no help since. Why do I have to suffer when I have to claim mxm this sucks