Telkom insurance claim

I'm very unhappy with Telkom services. I've been paying my insurance for four years and had my first claim. I needed to pay an excess fee which I was uneasy as I've been paying my insurance so long( decided to pay it) as I wanted the phone repaired. they fixed my phone got it back by On the 13 October, but the phone had no sim reader which made it no use for me. they send the phone back to the insurance on the 13 October and I still haven't received any feedback from any of them. I keep on calling the Telkom shop and the insurer finite to get feedback on my device. I'm really frustrated with there service as for my 1st time claiming and I need to go through all these issues