Poor service

Mid July my sister processed a claim on her ****** device with admin plus insurance to be told that her claim has been placed on hold due to telkom not blacklisting the device correctly and that's she needs to make connect with them to blacklist it correct and not obtain the correct blacklist reference, she was also advised in the very same email that an urgent payment need to be process as the insurance is in arrears which in her understanding should not have been the case as her payments has been going off every month on time via a telkom debit order. They then requested a update to date statement which then delayed the entire process as the new statement only generated on the 3rd Aug 2023. On the 7th Aug 2023 my sister received an email stating that they are in the process of procuring a new device. It's the 11th Aug already and no further feedback was provided to my sister I'm so disgusted by they're service as for 1) Telkom policy states that a claim will be finalised within 7 days. 2) she does not receive any feedback unless she calls or email for feedback. 3) she is not even being given a choice as to what kind of device she would like seen that she is covered for a certain amount based on her insurance policy. 4) she is currently borrowing someones phone in order to constantly be in contact with her family members and partner as she is currently a high risk pregnant female who needs to have a reliable device for any emergencies. I would honestly just like for this to be looked into and resolved as i can only imagine how frustrating and draining this must be for her not having a reliable device.