Finrite insurance

Hi, I have a mobile device insurance with telkom finrite, i have accidentally lost my device on the 27th of October, I have blocked the phone and the sim as well via telkom customer line and then got an affidavit from the nearest police station as well as a case number but now when it comes to submitting the claim im then stuck because they do not respond email neither do they pick up their lines, their line always buzy, it keeps on hold for very long hours thus depleting a maasive amount of airtime and the clock is ticking. After 30 days they will have an excuse not to replace my phone ... im so fricked out