Finrite does want to give me a new phone

I took a cellphone cover with telkom insurance & finerite, the agreement was to get a new phone when I lose my phone that I covered after. I was hijacked and my phone was taken, I reported the case then done my claim at finrite, I submitted all the documents they requested but till today I haven't received anything from them, I keep calling but I don't get any help. It has been a month now.