Telkom Insurance BAD

Hello, I have insurance with Telkom and I lost my mobile on the 04.01.2021. I have logged a call and went to Telkom. I have not received any call from Telkom insurance. I do not understand why Telkom insurance is not being considerate and also I pay every month, they are the first to debit on my account on the 25th of every month but when I am suppose to receive a service from them they are no where to be found. I have been dialing 081180 but I am not getting through. What do they think I am currently using. I am still waiting for insurance to pay out this phone. If I am paying every month what am I paying for?