Poor service by Telkom cellphone insurance

I recently lost my phone 2 weeks back, followed all the necessary procedures for a claim. Received an sms with email adress to send my claim documents, after 3 days without any response i called them only to find out the email address on the sms is wrong had to resend to different email adress, received sms again to pay access fee i paid the fee on Thursday 22 Oct 2020 since then ive been waiting, whenever i go to telkom store am told that they dont work with insurance i must contact finrite. I called again today and am told that i must email the proof of payment, i dont know how long this will take but on their documents they say a claim takes 24-48 hours after receiving all necessary documents.