Insurance Claim taking forever

I'm a Telkom customer with two contracts, the month of September 2020 I took my damage device and claim with the insurance (Finrite) that administers Telkom. Upon my claim I was told it would take 29 days to repair whatsoever, however few days after my claim they text me to pay an excess fees of R1220to Finrite before my device would be assessed and allow 24 to 48hrs for payments clearance. It's now a week or two since I paid the excess fees and my claim hasn't been updated. Suddenly telkom changes insurance service provider to "adminplus" without notification whatsoever. I contact Telkom customer care for support am told to contact the insurance. So disappointing and confused Contact: ***