Telkom Insurance(Finrite) Not Paying out claims

I have cell phone Insurance with Telkom Insurance (Finrite), I made a claim on the 25th of February 2016 since I had unfortunately lost my Device, I paid R750 excess fee on the 4th of March as I had received an email from Busisiwe Mtshali stating that my claim had been authorised I needed to pay the excess fee then, within 3-7 working days, my new phone will be couriered to me. I waited 2 weeks, nothing, I called in to check what's happening as 7 days have long past now, it was so shocking to find out that none of the agents I spoke to knew when I getting my claim, it is now 2 months since I claimed no one has come back to me telling me what is happening, I am still paying for insurance and have never missed a payment. Can someone get back to me regarding my claim.