Telkom Finrite insurance is a *******!!

I claimed for my cell phone which I lost last year July!!! I paid excess and they assured me that they would deliver it to me. I've been waiting ever since, I call them every month but no cell phone. Now when I call I just stay on hold for hours with no answer. If I won't get a new phone can you please refund me my excess which I paid!! It's been 7 months now this is ridiculous :(