telkom insurance doesn't want to play the claim

I am so disappointed and so angry with the Telkom insurance ,these people are so rude!!!What is worse is they take forever to answer your calls whenever one calls, they take forever to respond to your emails or dnt respond at all .What is worse is that when one claims they refuse to pay up.Its such a nightmare dealing with them especially when its time to approve your claim! I have never missed a payment with them but now that they need to give me a new phone they are telling me stories and beating around the bush . Its been 3weeks and i have submitted all the documents but still nothing but stories .Am canceling it,its a worse of money