Poor customer service

The 11th December 2017 I logged a claim for my ****** cellphone with Telkom Insurance. Spoke to the consultant named Xoli, she provided me with a reference. On the 15th December 2017 I called making follow up, spoke to a lady and she advised that Xoli, provided me with an incorrect reference, hence my claim wasn't processed and re-logged a new call and provided me with a new reference.She advised that I'm only going to get my phone in January 2018 and advisesd that I get myself a R100.00 phone from PEP. Called back and spoke to Karabo, wanted to advise that I need the phone for December. She wasn't even aware that the supplier will be closed down in December hence I'm told I'll get the phone in January. When I ask why wasn't I told about the incorrect reference and 3 weeks turn around time Karabo, just kept apologizing. And I know about the 1 week turn around not 3 weeks. The insurance debits every month with no fail but they are failing to deliver what due to me. I'm very disappointed with the customer service.