Telkom phone insurance is a ****

I am very disappointed in the Telkom cellphone insurance. My mother has two phones,she took with a contract of 2 years(almost finished this year) and both insured with telkom insurance. On the 23rd of February she was pick-pocketed. On the 25th the phone was report and all documents were submitted. Telkom insurance has been giving her run arounds,promising her they will give her feedack before the end of business day since two weeks ago. Everytime we call there's no feedback,sometimes we cant even reach them. We spoke to Hanny a month ago and until this day no feedback. *** and ***