cellphone insurance claim

3 Weeks ago, I have submitted my cellphone insurance claim for Marham in JHB CBD, called the TFG cellphone insurance department to find out how far is the process of my claim, the 1st agent I called was not so willing to assist, I called again the 2nd time and when he heard it is me again he ended the calls, called for the 3rd time and I have managed to speak to someone who claimed that they will call me back hence they need to request an exchange form, till to date no one has contacted me, I pay my account in time and I am never on arrears, now at work I have to keep on borrowing some's phone so that I can insert my simcard to be able to work, TFG hasn't contacted me even now, calling them is a pain because their call center agents are not clueless