NEED ANSWERS AND SERVICE DESERVED

Poor insurance company quick to debit but very poor on service delivery... I lost my cellphone on the 2nd of December 2019 and claim lodged my claim since that time. I made contact with them in January 2020 again after almost hour waiting for the call to be answered,on which they requested the claim documents. I send it off as requested again with the guarantee that it will take up to 48hours to be approved and will get a SMS on the next step of paying the excess fee. Went to the Telkom store as well and pathetically told there's nothing they can do since it's a third party insurance and told to wait... It's the 1st of February.. I've sent several emails and calling daily with no response, Honestly Is this what we are all paying for??? As if I'm not a paying customer. I'm not Happy with Telkom & finrite's service. I really need answers as quick as they debit their money monthly without any delay or missed payments. I'm not happy at all