Telkom Insurance (Finrite) Not Paying Out Claim

I have cell phone insurance with Telkom Insurance (Finrite), I have made a claim on the 16-04-2018, I was unfortunately lost my device in the train and I paid R500.00 excess fee. It took me full two months to be told that i should pay excess fee, after that i have received nothing from Telkom although they told me that they will come back to me by telephone. After sometime I have called again and in this case they would answer after I have told them that I'm calling regarding my claim and they will ask me some question and they will ask me to hold on till the phone goes to engage. It has been like that till now no one willing to tell me that what is happening with my claim. Can someone get to me regarding my claim and tell me that what is going on and its been full year and couple of months.