Very annoyed and Frustrated

I have never been so disappointed with an insurance company like this one. This is the worst insurance company with useless consultants. I logged a claim for my ****** cellphone and have provided everything they requested but now they want what they called usage from my service provider. I went to Telkom and they have provided me with the usage the have for me (which is the calls I made) but they want them to send a screen shot of their system showing my IMEI number, Telkom policies does not approve/allow screen shots to be sent to clients. How do you add another companies screen shots to your terms and conditions for approving a claim? and to top it all what they are looking for is possible to provide for a contract client from Telkom, I am on prepaid and did not but the phone with Telkom. I did provide the invoice of the phone but that's not enough! I gave the consultant permission to speak to Telkom on my behalf and explain what they want and was told by Telkom they don't have it for a prepaid client after that she told me there is nothing they can do for me if Telkom cannot provide what they want.

this is so frustrating as I don't work for Telkom but they are forcing me to get information Telkom cannot provide for me.

You guys must just say if you don't want to approve my claim.