Telkom Claims Dissatisfaction

I am extremely dissatisfied with the service I've received from Telkom. I lost my phone a couple of months ago and claimed from the insurance I pay at Telkom. I've sent emails to Telkom and followed the processes as per request. Telkom did say that they have received the access fee pay out and asked me to choose my cellphone. After that they suddenly asking me why I paid my access fee late and haven't received any feedback since. This is my first time claiming and I have been a loyal customer with Telkom for 4 years. I am not happy with this service as I have provided proof and have been paying my installments.