Insurance claim for my cellphone going nowhere

I have been waiting for more than a week ( 1 week + 3 days) to have my cellphone insurance matter processed and sorted, because no one at Telkom or their insurance company (Finrite) will take my matter seriously.

I cannot wait for more than two weeks after submitting all the necessary documents only to be told that they are still waiting for a report from Telkom, who also in turn are shifting the blame back to the insurers, this experience is leaving a very bitter taste in my mouth, having been with them for close to two years this is the worst experience i have had to date. I dont know if they realise that I have been left in the lurch and I'm in limbo, without a cellphone or any contactable means. I paid the insurance for a reason and only to be dismally disapointed with the handling of my claim. I would like to know if they will be handling my matter anytime soon and if whether they have my insurance claim honored and by when?