Lost phone

I have a contract with telkom and both my daughters phone's are insured last week Thursday one of my daughters lost her phone. on sunday I went to telkom in southgate to claim for a lost phone I was given an e-mail to sent for my claim for assistant I still haven't gotten a reply on monday I called the insurance company 4 time I didn't get help and Wednesday I called again 3 times no one answered them the 4th time some guy took my name and number told me he will call the insurance company to call and assistane still no reply