Insurance delaying in assisting

I put in a claim with Telkom over 3weeks now and still have not been assisted. I had reported my phone lost or ****** seeing that it went missing in my car with people inside. But because of this fact ice been given the run around but not receiving any help. It was all well and good when they received the payment for insurance but now when they have to fulfill their part it's interrogation after interrogation. I've been answering the same questions over and over but still nothing from their side. So I'm paying for a phone that I don't have and have not received any help regarding the claim. I need my phone asap cos I paid for it and I'm still paying for it.