Telkom Mobile Insurance: Admin Plus. I have been without a device for 18 days now

I have had my Telkom Mobile contract for close to 2 years now and I have been paying for my both my contract and insurance diligently every month. On the 11th of January I lost my phone, I then called Telkom and they gave me the number for the insurance by the name Admin Plus. I followed all procedures and submitted my claim by the 12th of January. My claim was only approved on the 20th of January and not between 48 - 72 hours as promised. I then called Admin Plus on the 23rd of January to find out when I would be receiving my replacement device, I was told that they are waiting for the device to be delivered to them and that I would receive communication regarding the excess I need to pay. No one called or sent communication and so I called them again today (7 days later) and I was told that they are waiting for Telkom to send them my replacement device, once again I was told I would receive communication regarding the excess I need to pay, nothing was sent to me. I have been without a device for 17 days yet on the 25th my normal debit order went off including the insurance amount with no issues.

I am extremely disappointed in the service I have received to date. I took my contract and insurance through Telkom however only once one needs to claim does one find out that the insurance company is outsourced. I doubt that I will be renewing my contract with Telkom in April because of this I would've long received a new phone had I just insured it under my househld insurance. They probably won't get back to me until I call them next week Friday.