Worst service ever

I bought a phone on contract with telkom and I offered a phone insurance of which I gladly took. I unfortunately lost my phone and I tried to claim with them . I submitted all my documents and they responded that the IME number was wrong I must go to the telkom store and ask for a detailed device description of which I did and submitted. After that I never got any help I have been calling them and all their agents drop the call on me. I phone them and explain and after they say please hold and they drop the call it's been months since I have put forward a claim and still no response and yet they are deducting money from me till to date. I am so heart broken that they are doing this to me as I am a loyal customer. They are the worst service ever