BAD SERVICE AND LACK OF UNDERSTANDING

My phone is insured under Pineapple insurance. I have lodged a claim in October 2022 which said they look into it. We are now at the end of November 2022, still no success. They requested that I submit a document from my service provider (Telkom) which states the last usage of the phone. I called Telkom and requested the information and they advised that they DO NOT provide that document anymore but will do so on email only. I went back and forwarded the very same email with the information/details of last usage to Pineapple and they said they cannot help me unless I provide a document. I AGAIN explained to them that the information can only be provided via email and also CC'd one of the consultants Telkom. Pineapple came back on the 29 November 2022 and said they now need an excel spreadsheet and without it they cannot process my claim. I don't know what is so hard to understand as Telkom has provided what they were asking for but still need further information on a spreadsheet which Telkom does not PROVIDE.

It's been a very tiring process. I need urgent assistance with this matter please.