Poor Claim processing

I logged a claim for a stollen device however it has taken longer than usual to blacklist the replacement device to obtain the ITC to proceed with the claim. 15 July 2026, the claim was logged and the requested documents were provided, more details on how the device was ****** were asked and responded too. 21 July to 29 July I followed-up for the ITC and the device was still not blacklisted, only on the 30 was the device blacklisted and claim forwarded for an assessment. 03 Aug 2026 I called and made a follow-up and was informed that my claim was with the assessor and by end on the day I will have an outcome response on the claim, instead I got the attached questionnaire which I felt could have asked earlier while the blacklisting was underway. 21 July, I got an email (attached) to share my email on the paid out claim despite not having any feedback, are you able to confirm which claim was paid when I’m still awaiting to my claim to be authorized.

I've even logged an official complaint with your client care manager Neo Motlodi and that wasn't successful either I have been making follow-ups every week without success and two months later I still don't have a replacement device of which I'm still paying premiums with a contract that will end in 2028.