Bad Service

I took this insurance for both phones 2017 when i took out contract phones with Telkom,1st phone was October and the 2nd December, the sad reality of the matter is the P10 lite got ****** last year in November and got replaced with a P20 Lite without hustles..These year 20 September 2019 i loose both my phones, I open a case at the police station 26/09/19 lodge a claim with the insurer, provide all the information needed then i get a declaration letter for I phone but not the P20 lite, i call them the advise they made a mistake and will correct it as they didn't see that i was claiming for 2 phones, Same the i call again as am still not getting the declaration letter for the P20 Lite, the consultant advises they are still waiting for the IMEI to be updated the wholeday no concrete feedback waiting for they are supervisor to be update the IMEI till they closed shop. Later that evening i call Telkom and am advised that they can't see anything on they system apart from Insurance premiums for the phones and am advised to go in store where i took out my contracts. Tuesday morning being a holiday Heritage day i go to the store and collaborate the story that that the IMEI still not updated shows the P10lite and they can't update the system as the will get in too trouble these the insurer needs to be updated. Wednesday morning the 25/09/2019 same story which now the consultant claims they don't have the IMEI which i provided on the Affidavit which i provide then wait the whole afternoon with no feedback. Thursday 26/09/2019 morning i call them the consultant who assisted sends me the declaration for the P20 lite i then make payment for both phones and email back all the documents then nothing again, i call them they advise that i will get a least of the replacement phones to choose from or the waybill number but i receive nothing until i call them these morning 27/09/2019 the email sent to me is that they will email the replacement letter or waybill number within the 48/ 72 hours wow... am appalled by the service i call them back am advised how am going to get Iphone the other phone will be sent later on which they don't wan't to say regardless of me saying i need both my phones before COB guess the negligence and delay was on they side when they didn't make sure the P20 lite was updated on they are system.. I reply back on the way and no answer even with the supervisor and Team leader copied on the email. I just called them asking to speak to the supervisor but no one is willing to come to the phone instead am brushed off that they try to escalate this claim and process but am still waiting till now..I don't know how Telkom can make clients take out such insurance for they are devices...