I'm fed up waiting it's my 7th month now

I logged a lost cellphone insurance claim at Telkom, Jabulani Mall, to Telkom Finrite Insurance, in October 2019. There was a consultant who submitted on my behalf, Lucky Mazibuko. i have not received a claim process notification nor the access fee arrangement policy, they have been AWOL since last year, and every month their insurance premiums are paid and all up-to-date. I contacted Finrite to do the follow up since i recognized that the waiting period has lapsed, the consultant that was assisting me said "there is nothing they can do since i haven't received a claim notification". This is a bad service and awful experience since its my first contract and insurance claim.