Poor customer service!!!!!

I had my cellular device insured with the insurance provided by my mobile network. I have had no effective assistance. The insurer says that Telkom blocked the incorrect device. I tried to contact the Telkom customer care line, and I have been on hold for a consultant for over 45 min using another number. This is completely unacceptable. How does one resolve an urgent issue if I cannot get to the care line? I am beyond upset, and what makes matters worse, is that I will have to wait for 2 weeks or more to get feedback or to even possibly get a new phone. I will not be continuing my contract with Telkom if things continue this way.