Cellphone Claim

Cellphone Claim from IUA which is under Hollard insurance I insuranced my cell phone at Hollard last year November and was told that should my phone get lost or damaged I should contact them they will buy me a new phone with an access fee of R200 only, And they were saying even if I can get wrong at the door of pep store where I bought my cellphone Holland was going to give me a new cellphone as long I have paid. It happened that I got ****** on the 31st December 2020 around 17:00 near where I stay at Mfuleni Ext 4.

I went to Pep on the second and the Hollard agent Nosipho told me what to bring in order to claim and on the second day with all the documents I went to her and she said must go to her colleague she is going help me and I went to her she told me I should come tomorrow her cell phone is off where she stays these no Electricity and I took that and left. Again on the third day she made me wait about two hours helping customers to join insurance and after came to me and told me the same story that her cell phone is off plus she doesn't have the link of claiming I should go back to Nosipho. I went to Nosipho and she said she is coming I should wait and I did for and hour looking like an idiot standing at Pep store until I realised she is not coming back. I went to Hollard office where was told they can't help and the only thing they can do is to borrow me a phone so that I call their call Centre, which they did I submitted my claim and later I sent the documents. Today I received a call from one of their agent asking all those silly questions "why I claimed late" only to find out their sales agents detailed me. Now here the bad news are out of the promises I got on the day was joining the insurance, they only able to pay me R600 and something and the access fee is R500 but when was joining was R200. My cellphone is R1200 how I buy it with R600 and whats the point of having insurance if they can't help because I didn't not asked to be ****** neither asking them to brake their promises. Please assist me in this matter because I need to have a cell phone I can't not live like this.

Last week I was told immediately they get my bank statement everything will be finalized and today the guy who was answering on the phone told me that only my application was reviewed yesterday and they will get back to me around the week and he is not sure about that either so my concern is that when will the claim or how long the process is gonna take? He did not say. I am so disappointed.

Policy number HPEP003861