The result of the claim

My name is Kuyasa Kela. I got a contract phone from Telkom. My phone was insured. I tried to make a claim from Telkom to get a replacement for my cellphone. I followed all of their instructions and haven't received a phone. I tried to call the insurance and it kept on putting me on hold until I ran out of airtime. I kept on doing this and got the same result. I even went to a telkom branch and still didn't get a response from the insurance. I managed to get a response when I emailed them. I followed all of their instructions to make a claim and they kept on telling me that there's a problem with their system. I waited for another response and looked for a way forward but nothing happened. I'm still paying for the phone and the insurance but I haven't gotten a response for my claim. This happened in April and it is the start of June. I don't know what's going on and I don't know what to do.