Very Bad Service

On the 9th of October my Car was broken into and my phone was ****** I Blacklisted my phone and got a case number from the police station I have been told to send all my docs thru to Telkom insurance of which i did I have been calling and calling with no luck, eventually i got thru to some1 by the name of Ntombi and was advised that i will be call on Friday the 23rd of October Today is the 27/10/2020 and still i have not received a call, this is very disappointing as i am paying for an insurance that don't know how to get back to you, It is true when they say you can take peoples money but when it it time to cough up it is a problem this a horrible service and perthitic what must a person do to get a response why must i be the 1 to hold on a call knowing that you'll are suppose to be the once calling me, Do i have to driver all the way to Finrite Head office to get a response what must i do ?