Telkom insure - claim for phone

My Y27 Burgundy Black 128GB Vivo was allocated to a Repair centre for repairs on the 28th of May 2024 It’s the 12th September 2024 and I still have not received the phone which I claimed for .

I am paying my insurance and I also paid the excess as requested but I still have not received any response regarding this request.

I am paying for something that’s not even there.