Insurance Claim Delay Complaint

I had insured my device that I took out with Telkom through their Telkom Insurance (Finrite). My phone was lost on the 28/01 and was only able to report it on the 09/02. After this i had to make numurous follow up calls only to be told that they are still awaiting the Usage Report. When I ask the agent they keep saying it will be available within 3 days. I have called every time thereafter with no success.The disturbing part is that my premium are still be collected with no issues