Poor customer service

On the 31st December I lost my Samsung A10 and the 1st January I blocked the phone. The 3rd January I called Telkom Finrite for an insurance claim spoke to Thato and he advised I must submit all the relevant documents and he'll get back to me on the 7th January ,but I got no feedback as promised. I called back on the 24th January to follow up and spoke to Vusmuzi, who also promised to get back to me on the 27th and he also didn't get back to me. I called back on the 29th January spoke to Vusmuzi again and promised he'll give me feedback at 2pm latest. Shortly he called me and advise I need to get a new affidavit stating how I lost my phone. I'm so disappointed with the service rendered by Telkom Finrite. They customer service is very poor I have to do follow ups and on the 3rd February will be a month since I submitted my claim and there's no way forward. Can Finrite please give me my cellphone as I'm in desperate need of it.