4th time trying to resolve my claim

u can never win with telkom insurance,they finally gave me the details of paying the access fee for my claim,but now my device huawei P20 lite is discontinued,but they just need to get someone to let me know on options i can choose from,but that too is another difficult task for them,something which just takes a phone call to telkom to find out on devices available,but i have to hear excuses like the people are working home cause of the coronavirus or there is a technical error in placing my order,but they only realise this on when i call and mind you i am the one who sits on a phone as i am at work,so i must stop what i am doing to be told something which doesnt help me,what has coronavirus has to do with my device,can someone please advise me on my device so my delivery can take place,i dont understand what is so hard about that,or do people dont know how to do their jobs,very unprofessional..and wait i write this but i am sure nobody will get back to me,spoke to a nice Gentlemen today (Lebohang)hopefully he can do something about this,but shame i dont think i can recommend anyone to this insurance