Telkom and Finrite

I submitted a claim for a lost cellphone last week as my phone was ******. I was told this morning that Finrite is still waiting for a usage report. I contacted Telkom asking for a loan phone as I am traveling out of the country they advised that i need to talk to Finrite directly as they have nothing to do with the insurer. The insurer also advised that they don't give out loan phones and i should communicate with Telkom if required. The claim process is tedious and long and Telkom nor Finrite takes no accountability for the time-frame. I honestly don't understand how one is meant to function without a phone for over a month even though they pay insurance premiums monthly.