Fedup Tellkom customer

I bought a cell fone at Tellkom N1city, the contract was for a S20 Samsung Galaxy Ultra, the contract started last October 2020, I was robed of my fone end may 2021, the Insurance is with Telkom, I logged a claim through Tellkom N1city branch 25May 2021, I received emails from the consultant of the insurance company stating that all my information concerning the claim was received and that I will receive feedback after 24 hours concerning the outcome of the claim, that was in June 12 2021, up till now I have not heard or received emails concerning my claim and I am still paying the insurance and contract premium's, it's almost two months since the claim was logged and the Tellkom employer that helped me log the claim says he too can't get hold of the consultants?, can somebody please tell me how this is possible and what I can do to rectify this Awefull situation! Deneel Nair