Telkom Mobile/ Finrite insurance claim.

My husbands phone was ****** on the 22 February i submitted a claim to Finrite Insurance as they are the administrators for Telkom mobile insurance. i was told that the claim would take 48-72 hours to be processed and if all is well we would receive the new device within 7 working days thereafter. Thursday the 01/03/2018 i had enough of waiting and called to find out why i have not received any feedback as to what is happening. They told me it was due to a delay from Telkoms side as they are waiting for a data usage report and Telkom is having technical difficulty with their system so cannot send them that detail as yet. I was told that they would receive the data usage the next day. The next day came and went i had to call to find out what was happening only to be told the same thing, at this point i was furious as why must i do all the chasing regarding this. Spoke to the Manager who advised that she would contact me daily with an update even if there was nothing that changed. i have had no calls. only the calls i make to them to find out what is happening and its the same thing over and over again. "We are still waiting for the data usage from Telkom, they are having technical difficulties and cannot send it." It is now the 08/03/2018 when exactly would we be getting an answer or any movement in this claim. This is ridiculous. We pay for insurance and this is what we get. How is that right? How is this good customer service?