Why am I being billed for a service that is not being rendered?

Telkom and Finrite Insurance this is by far the worst service that I've gotten from an insurance company and network provider. No communication that is informative about my claim and best part is that Finrite are not responding on emails and their call centre is not contactable. Its funny that they're catch phrase repeatedly says: "Dear valued customer" yet there is no service. Also Telkom mobile takes no responsibility in following up on claims on behalf of their own customers who are being billed for this service which is clearly lacking and simply states that its a third party. Why recommend them then????