Telkom Insurance(Finrite) Not Paying out claims

I have cell phone Insurance with Telkom Insurance (Finrite), I made a claim in March 2020 since I had unfortunately lost my Device. I had to continuously call them to find out the status of my claim until in July where they then told me that i need to pay the R1050 excess fee which i paid with no problems in August 2020 I have since been waiting for my device which they said will be couriered to me within 2 weeks It has now been 3months and I am still waiting, I keep calling but my calls are not answered. the last time I spoke to an agent they said they had changed their systems and that they no longer had my details, what the hell happened to backing up a system before making any drastic changes??? I am furious and feel de*****ed by this company. I am still paying insurance on a device that I do not even have. Can someone get back to me regarding my claim?