Iphone 13 not being processed over 2 months no response

Hi there, it's been 2 months now I had a query on my insurance and none of them came back to me. I claimed my IPhone 13 that was lost and provided with everything they needed from me and yet their response been saying we will get back to you from the end of this day . Called in everyday and tried to even speak to the management and their response has been "waiting on Telkom for the usage" for 2 months? Please assist me on this matter because I have tried with my utmost best and reported the phone first day