Telkom Insurance Claim

I have logged an insurance claim with Telkom a month ago, I paid the excess fee two weeks ago... They have literally ghosted me since the payment of the excess fee. I am very displeased with them, I have never missed any payment due to them in the past 8 years that I have been their client. This is uncalled for and very unprofessional. Perhaps it is time to look for a new service provider.