Terrible service and lack of feedback

I registered a cellphone claim on Saturday, today is Wednesday 4 days later and i have never received not even a single call from them. Each time i have called in i am told different updates. The claims consultant allocated to assist me has not even bothered to keep me updated. I sent an email and this is the response

received : From: Siphiwe Mbali <***> Sent: Wednesday, 23 November 2022 09:55 To: Mathonkha, Refiloe R <***> Cc: Refiloe Mathonkha <***> Subject: RE: Cellphone documents request CKP***/1 - Apple Iphone 11 Pro Max 256 Gb

Hi

Yes the claim is on day 4 and you sent me the details on Monday evening and we also have to do the validations once we receive the documents .

Is sent to management , you will receive your feedback COB.

Regards Siphiwe Mbali

No Apology for break in service. I am now told claim is approved, whoever I'm told to wait another 24 - 48 hours to receive a call. A call for what exactly, i don't know. I am again still in the dark in terms of their processes. I think most importantly this is a cellphone not a vehicle or a house claim but their service is terrible. A very unhappy client