Telkom cellphone insurance is disappointing

I have been with Telkom for over a year now and when I entered into a cellphone contract with them I made sure I added insurance as part of the package. My phone was ****** almost 4 weeks ago and was advised that I had to blacklist the phone, get an affidavit from the Police station and send it, together with my id copy and invoice to ***. I sent all the requested documents two weeks ago and I haven't received a response from them. I followed up again a week ago and still no response. I tried calling them and the receptionist put me through to their line but was on hold for over 30 minutes with no response. It's disappointing that I have to be the one to follow up with their insurance while they know that they're Insurance department lack in communication s****s. I had to get another phone in the interim while I wait for insurance to get back to me. This is really frustrating and disappointing at the same time. I will definitely not renew my contract with Telkom as the service I received from them, or rather lack of, is **********