Extremely Bad Service

On the 27/07/2023 I paid as it was missed due me not calling to change the D/O date from 1st to 25th of every month, so I paid and later that day I unfortunately lost my phone, then called discovery after I received the case number from the Police Station which was 3 or 4 days later.

I then called them for a claim, few days later I called to check on the status of my as I didn't have access to emails/calls as my phone was lost. I was told that my claim was rejected and email was sent to me, I then asked why was it rejected, they said I had a break in service, apparently they received my payment on 28/07/2023 and cover starts then. I then sent them POP and followed up with a call they advised me they'll forward my POP to the consultant who was busy with my claim, he sent me an email to advise me that their decision still stands/rejecting my due to the fact that my reflects on their side as 28/07/2023 even the POP was provided.

a couple of days ago I discover that I'm still paying insurance for the same phone, I called today and asked to speak to someone senior, my call was put on hold from 16:50 - 17:39 until my airtime got depleted, no follow up call what so ever. It shows that they don't care about their so called clients, NOTE this is not the 1st time my claim got rejected, last year my microwave and washing that was damaged because of load shedding were also declined with reason ''wear and tear"