Telkom and Finrite are the worst

I took out my cellphone contract with Telkom (30/11/19) and was encouraged to insure my phone, I was then offered insurance from Telkom Insure by Finrite. As per the agreement, I get cover immediately. Unfortunately a month later I lost my phone (07/01/20) I immediately went to Telkom to inform them of the incident, they immediately blocked both number and phone and they told me to call Finrite of which I did (08/01/20). The agent told me to write an affidavit and send it through together with my ID and latest invoice (14/01/20). To this day it's me who always has to call them (having to wait on the line for abouy 11 minutes for my call to be attended to) requesting feedback of which they never know, other days they answer the call and quickly hand up to make it seen as though it disconnected. My account is up to date with payments and contact details. All I want is to get what I pay for.