No service rendered

I would like to express my disappointment regarding the telkom insurance with finrite. I have been attempting on several accounts to log a claim for my lost/****** phone with no luck. I sent a couple of emails to the address I had been given which is ***. I only received 1 response which gave me a number to dial. Each time I dial the number, a voice prompt answers and I never once got through to a consultant who could assist me. The days keep passing by including the number of days which they have stipulates. I went into a telkom store at vaal mall and I was given the same number which I have been calling with no luck. Kindly assist me with this regard