A month and still no response on cellphone claim

I have had vodacom insurance since 2016 and I currently have all of my cellphone devices insured with them. In the past while they were still utilising cellsure I have never had any issues with their claims process it was very efficient.

They have now changed their insurer to Finrite and my cellphone claim has not been attended to in a month. The device was lost on the 30th of January, i lodged a claim on the 2nd of February online with all the necessary documentation however after a week of tracking my claim online it still remained "claim submitted". I contacted them and was told they cannot view the documents online and that I must send via email and i did so on the 12th of February and still no response. I keep following up via email and receive no response. I have been calling constantly and get put on hold for over 30 minutes and do not even manage to go trough to a consultant.

This is extremely frustrating and shocking service!!! A whole month for a cellphone claim and still not yet assisted.