Unhappy client

I'm very disappointed but the service I'm getting for Telkom insurance. The service is disgusting. I submitted my claim last year 25th November 2019 for a ****** cell phone, I submitted all the documentation they requested. The claim was approved last year December and they asked for an excess fee, I payed the excess. For the past two weeks I've been call and I get the same answer "your claim is waiting for authorization." Till today I'm still waiting for my cell phone.