Telkom insurance disaster

I have submitted an insurance claim early January and I was told that an agent will call me back in a few days. That did not happen until I called again and spoke to Mcedisi you said I will called back in two days. That still did not happen I then sent an email to *** and I got a response that I must be patient. Why must I be patient when no one is saying anything to me. They deducted their money end of January yet I do not have a phone covered.