Bad Cellphone Insurance

I have been with Telkom Insurance for 3 years now, first claim and it's been a nightmare. It's been over 3 weeks now and I still can't get a solid update on when I'll be receiving my replacement device. I've asked to speak to a manager and I get told the manager will call me back, never to happen. Then the next time I ask to speak to a manager, I get told I can;t because the manager will give me the same feedback. Their monthly premiums are also extremely high and then this is the service you get? Please don't ever take out cellphone insurance through Telkom.