UNHAPPY CUSTOMER - NEED ASSISTANCE ASAP

On the 14th of December 2025, my phone was ******, I filled for a claim on the 15th of December, granted the 16th of December was a public holiday, I knew that I was not going to be assisted right away. I waited till the 17th of December, of which I only got a call at 13:00 to submit certain documents, of which I did. I only received confirmation on the 19th of December that my documents were well received, but that is after I requested another call back on the feed back email. I received a call stipulating that all documents were received, except a particular document, I needed to request from my service provider, after going to three of my network service provider's stores, I was told they do not have such information avaliable and that they can only provide me with the last used date of my sim card and not of the actual device, of which I had explained on the email to the claims validator / assessor.

I am not sure what the hold up is because I provided all that I could, even after showing various screenshots from my iCloud, police reports, records from my network service providor etc. This process is proving to be a pain, if this is how a cellphone claim is handeld, I have no choice but to cancel my premiums and go to another insurance provider who will prioritize my claim, regardless of the type of claim it is.

Please kindly assist, I dont think I need to escalate things to this extent when I need assistance. I was very happy with KingPrice until this instance.

please kindly assist,