Failure to process my insurance claim

I lost my cell phone on the 02/11/2020 and I made a claim with the insurance over 2 weeks ago and to this day I still have not received any update. Getting through to them is a hustle you hold on for over 2 hours and then you get cut off, I have sent them several emails with no response. I honestly don't know what to do anymore, I have been paying for my insurance and now I am not getting any assistance!! Can this issue get sorted out soon please because this is honestly unacceptable. I WILL NEVER EVER REFER TELKOM TO ANYONE NOT EVEN MY WORST ENEMY, THEIR CUSTOMER SERVICE IS ****PY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!