Worse service from Telkom Insurance and Administration Plus

I've lost my mobile device and submitted the claim as requested, claim was approved, I had to pay access fee of R700, did make the payment on the 26 April, did submit the proof as requested, the lady than advice me my device will take 3-5 working days. I'm still awaiting a response from them we now on the 11 April, they don't respond to any of my e-mails, you don't get threw to them when you call them. The worse service ever received.