Telkom/Finrite Insurance

The collaboration of Telkom and Finrite insurance is really a ****. I got a contract with Telkom in January a year ago and got it insured with Finrite through them. My phone was ****** beginning of this year (16 January), and I then followed all procedures to claim the next day. I even paid the access fee of R1500 as requested by insurance. It's June now and I am still waiting for them to replace my phone. Whenever I call they tell me "The matter will be escalated", they even ignore my emails, yet they deduct the premium every month. So I'm basically without a phone but I pay for one every month. I have run out of options now. I thought it was probably the lockdown that was delaying everything but now I see that they're just taking me for a ride. They even offered me a model older than my phone's (they offered to give me an iPhone 8 whereas I was using an iPhone XR)...but expecting me to pay the same amount every month. I will be contacting the ombudsmen should I not receive my device soon.