Poor service when it comes to claiming

On the 03rd of Oct 2020 I was robed my cellphone (Huawei Y9) I called finerite administration for my claim, they asked for the affidavit with that case number I send them as they requested, I made a follow up l as they have poor service and lack of communication. On the 30 October 2020 they send me a message saying" Dear Valued client, your Telkom device insurance claim has been approved. An Excess amount of R439.90 is due for us to finalise your claim. Bank details for excess payment: account name : finerite administrator PTY LTD, Standard bank acc ***, branch code 001206. Kindly use your claim number TC041421 as payment reference to avoid delays. Please allow 24-48 hours for your payment to be allocated. Finerite FSP46042". On 2rd November I made the payment and send the proof of payment to ***. On the 5th I made a follow up regarding progress, I always get a new person explain myself when the ask for my ID or policy number, it just hung up and they don't return my call. I never get any help even today. The painful thing is that the keep on deducting my money every month. Been calling them weekly to make follow up but no luck. Kindly assist in this regard. Clearence Magome ***