Mediocre customer service and delay in claims

Telkom is brokered through this pathetic insurance administrator who has absolutely no customer care. They have been dragging their feet on my claim since the 23rd of January. Their agents are ***********, abrupt and lack basic customer soft s****s. No one cares to provide feedback on the status of your claim instituted and you have to call them continuously to get conflicting information and updates which shows the lack of knowledge as to dealing adequately with customer queries and the Standard Operating Procedures around that as none of the agents can even provide a simple expected turn around time or reference number. Furthermore you have to sit on their line for at least 20-30 minutes before getting through to an agent of which most definitely is in breach of their Service Level Agreement.

I have a dual sim device insured with them since date of device being collected at Telkom, at the time of collecting the device the sim was inserted by the consultant in store into one of the sim trays which I never bothered with as in bona fide I kept to the agreement of keeping the sim in the device to keep the insurance valid. Suddenly there is a technicality of which sim tray the insured number has to be in which is not stated in my policy document and only states that the sim should be in the device linked to the IMEI. In this case both IMEI are linked to the device meaning regardless of the tray it was in the device has 2 IMEI numbers which are linked to the device. Now their negligence and ambiguity is my fault? If that were the case surely they should have given concise instruction or 2 telkom simcards.

This has been a tedious exercise with no constructive progress or feedback but rather typical insurance semantics. Yet they deduct their premium effortlessly so. Absolutely appalled!