Telkom Insurance staff incompetence

I lost my Phone at the end of April. I then informed my insurance that I got from Telkom, it's been calling a chargeable number for up to 30 minutes at a time if the call is not picked up then dropped, I'm currently on a line with an agent who has picked up the call then place me on hold for about 5 minutes and I'm still waiting for him. I finally hung up so I can get help. The information that they captured is incorrect and they keep delaying processing my claim. I am due to upgrade my contract with Telkom and I will not be doing so until this issue is resolved. I have called in now and the call was put back on the IVR. I am truely disappointed in the way Telkom Insurance administered by Finrite is handling all this.