Unfair insurance claims

Good day My name is Arnold Gwala my id number *** I’m very very disappointed in Telkom I claimed for my phone but I have not received any feedback from them not respond for 3 months they are telling me that I must get a new contract while I wait for then to give me a new for .what the point on having insurance I have no phone for 3 months They didn’t give me a tracking number

Kind regards Arnold Gwala