Shocking Service by Telkom Insurance (Finrite)

On 05 January 2020, my Samsung Galaxy Note 9 was ****** at Bedford Centre. I contacted Telkom Insurance aka FinRite on 08 Janaury 2020 to log a claim. I was advised by the Call Center Agent that I need to provide a copy of my ID, Proof of Purchase for the device and an Affidavit from the SAPS. I submitted the requested documentation via email on 10 January 2020 and then on the following day, I got a call from one of their agents requesting that I submit a copy of my Telkom invoice for January 2020. I sent the requested document immediately after the call then followed up on 14 January 2020 to ascertain whether the claim had been processed. I was told the claim had been sent for Usage Confirmation and that this takes 48 working hours to process. I was advised to call again on Thursday 16 January 2020. I called on Thursday as advised but was told the Usage system is offline and that I should call the following day. I then called on 17 January 2020 and spoke a rude agent by the name of Kaylin who asked me to confirm the IMEI Number for the device. I found this silly as I had already provided Proof of Purchase for the device which clearly shows the IMEI. Nonetheless, I read out the IMEI Number to her. Thereafter I was asked to confirm the SAPS Case Number. I advised her that I didn't have it as I was not told that I should provide one. Surely when a claim is logged, there is a process to determine that all the required information is provided prior to the claim being sent for processing??? I was then told that the claim will be resent for assessment once the Case Number is provided meaning that I need to wait another week to get an outcome for the claim. This is poor service at its worst. To make matters worse, every time I call them, I have to wait about 15 minutes on average before I am connected to an agent.

Telkom really need to consider a different administrator for their insurance as Finrite are clearly out of their depth.