Retrenchment insurance

I recently got retrenched and I had a Telkom contract cellphone and data package, I've been calling Telkom for the past two days, seeking for assistance in connection to retrenchment insurance claim, and there's no, Telkom branches in Townships... I spoke with two agents who told me to expect an sms within 10 minutes max with detailed instructions and account details where I'm supposed to pay a certain percentage but to date, I haven't received the sms and I don't know how or where am I supposed to get assistance