Capitec Connect

I took up capitec connect and ported my number late last year, and everything was fine until I lost my insured phone with my capitec Sim in it in January 2026. I went to report it to them as my service provider so they can blacklist my phone and provide me with an ITC number that I can give to my insurance and they said they can't pick up my Sim card in my device and basically they cant blacklist my phone and I can't claim from insurance as well. They have inconvenienced me so much because im going on 2 months now trying to get an ITC from capitec with their Sim card.