The Ghost Supervisor

I was recently pick pocketed but lucky for me I have insurance or so I thought. I had recently upgraded my contract and updated my insurance details at the Telkom store. When I called in to begin the claims process I was told to my dismay that my insurance had not yet been updated and that I could only be issued with an old replacement unit of significantly less value. I refused this as I had been paying insurance premiums since for a P30 lite and this was not my mess to fix. Every time I call in, im given the runaround with empty promises of some nameless supervisor who will call me back with feedback. I have yet to receive feedback and will be laying an official complaint with the insurance Ombudsman if this is not resolved by 31.01.2020