Telkom Insurance(Finrite) taking forever to respond to claims

I have cell phone Insurance with Telkom Insurance (Finrite), I made a claim on the 12th of February 2018 since I had unfortunately lost my Device. Since the day of the claim they never contacted me I have to constantly call them and every time they are telling me they had a back log , they are still waiting for the usage report of which no one ever contacted me about this. This is frustrating because I was told it only takes 3 - 4 days to process the claim but with mine now is on the third week and they do not have a backlog when deducting their money.