TELKOM INSURANCE HORRIBLE!!

My husband has been using the same iPhone since 2019 until contract ended, but continued paying the insurance. Now his phone is lost and he has sent a claim for the very FIRST TIME but NO ONE FROM TELKOM INSURANCE wants to help, Even the Telkom stores in malls are unhelpful, they even refused to let him use their store telephone to contact the Telkom insurance. What does that even mean?? NO WANTS TO HELP. He’s submitted all the relevant documents but there hasn’t been any progressive response. He’s been paying for YEARS without a single claim, now that he needs their assistance, they’re nowhere to be found. It’s been THREE WEEKS!! Is Telkom insurance a **** or what??