TAT on Telkom insurance claims

Lost my contract device on the 18/01/25 and it was insured with Telkom. I went in to put a claim as the device was insured on 19/01/25 and submitted all the documents as requested. They only responded to me a week after when I sent them an email asking about the progress. I was informed to pay an access amount of R1875 ( my cellphone was A33 paying R191.94 monthly) and was on the 23rd month of my contract. The amount was payed although i wasn't happy about the access but needed new device. Today it marks exactly 22 days and I still do not have a device. Had to buy a new device while waiting for the insurance to sort me out