Telkom insurance (Finrite)

Can someone please tell me how or who to contact with regards to my 5month old pending insurance claim. I've spent hundreds of rand's on airtime, not to mention the fact that I'm paying for insurance on a device that I don't have. The phone's at Finrite rings for almost an hour and when they finally answer just as I'm about to give my reference number I get disconnected. I've been in store and was told they have a direct person who they deal with at Finrite and should email her all the documents I've sent to them, which I then did.Till today I've heard nothing from them, I have been in the store 5 times only to waste more time as they have still have not responded to the Telkom employee's emails. I was then told a week ago her manager would sort it out and till today no response from him as well. I have sent emails to their (Finrite) complaints department and was asked for a reference number which I sent and that was it no further response. I feel Telkom has to take some responsibility and assist in this matter as you are the one's who recommended them and chose to work with them. Start by googling them and you will see there is nothing good to be said about this company!!! The service is horrible, they are quick to debit their money but look what happens when you claim. Never in my life have I felt so helpless, hopeless and frustrated.