Telkom insurance stressful

Took out an insurance with Telkom for my cellphone, after a year I made a claim as I lost my phone. its been a month and 2 weeks now without any response. Wasted a lot of airtime trying to get hold of the insurance with an outcome of different stories each and every time. I decided to go silent, and guess what they did the same too. am speechless now and don't know what to do anymore. Even bought another small phone just to keep in contact.