Insurance claim

Good day,

I lost my phone somewhere around February and called in Vodacom to ask what i need to do to claim for a new phone. i was advised of the documents that were needed and advised that i can attach them via the Vodacom web page. i did all those things and never received feedback...i called back Vodacom's insurance number ********** to check the progress of my claim but i can't get through. The call centre "Finrite" always has "HIGH CALL VOLUMES" from 8 - 5pm. can i get someone to assist me as this is now my 2nd month without a phone and m paying for it and my insurance.