Finrite not paying out claims

have cell phone Insurance with Telkom Insurance (Finrite), I made a claim on the September 2020 since I had unfortunately lost my Device, I paid R1899. 90excess fee October Ref no: TC039874, I HAD TO CALL AND MAKE SEVERAL FOLLOW UPS to find out if they have received my excess. They did confirm that my claim had been authorized and that the device will be dilivered within 3-7 working days. I waited 2 weeks, nothing, I called in to check what's happening as 7 days have long past now, it was so shocking to find out that the line just rings with no answer when I get through, they place me on hold for long till the line cut or I run out of airtime. it is now 2 months since I claimed no one has come back to me telling me what is happening, I am still paying for insurance and have never missed a payment. And this is not the first time I experience this with finrite. They are very bad when it comes to paying out claims. Iv send a couple of emails to complaints department but no one bothered to come back to me. Can someone get back to me regarding my claim pls