Bad service for phone insurance claim by Telkom SA

I started a claims process with Telkom insure on the 27th September 2021 for my lost device little did I know the following would happen:

I've sent all the documents they require on the 27th Sep 2021. On the 28th I did A follow up on the email since I hadn't received any form of feedback. On the 29th Sep 2021 I called the Telkom insure number and Spoke to a Gentleman called Jody Coetzee. He asked me to send him all the documents to his personal work email and i immediately did that. He told me on the phone that that i would receive an email with my reference number after the call of which i didn't.

On the 30th September I sent Jody an email asking him to provide me with a reference number and he didn't respond. I tried making contact via telephone and i was on hold for over 30min waiting to be connected to an agent at telkom insure and hung up because it's a costly exercise.

On the 1st of October 2021 I then made another call and spoke to Jody and asked him for my reference number and also asked why he wasn't responding to my emails and i got unsatisfactory response from him. Not only was I put on hold for 10 min that day by him i also didn't receive an explanation as to why. I then received my reference number on email which made me believe that my claim was only captured on the 1st October 2021. I then asked what would be the next step and completion time of the claim and he told me that I would receive a call by Tuesday the 5th Oct 2021 from a courier company confirming delivery of my phone. After the call he sent me an email asking me which sim cards were in the phone the last time it was used and i provided all the required information via email.

On the 5th October I received no form of communication from anybody with regards to the process. On the 7th I called and Spoke to Jody and he told me that my matter is sitting with a department at Telkom which checks which checks the sim cards which were in use and as soon as they responded there will be a way forward.

On the 8th October I sent an email to Jody asking about the progress from the phone call from the 7th and He once again ignored my email.

On the 11th October I called after he once again ignored my email and he told me that the same department at telkom still hasn't responded which is not good enough since I was given the delivery date to be the 5th October.

I went to a telkom branch and The lady who helped said that the Case was closed on the 5th and was reopened on the 6th and she's unable to see anything from her end as she doesn't have the user privileges on the system. I was also told by the branch that that department checks whether the was a telkom mobile sim card at the time of loss which i queried because there is nothing like that on my proof of insurance. Although i comp**** with that rule of the sim card which is nonsensical 'I ENSURED MY PHONE AND NOT THE SIM CARD AND THERE IS NOWHERE ON MY INSURANCE PAPERS WHERE IT SAYS ANYTHING ABOUT THE SIM CARD'' I also explained to the lady that it would be interesting since my insurance papers have my vodacom number as a contact number and the very same sim card was also in the phone when it got lost.(dual sim Phone)

What upsets me is the fact that there is nobody responding and keeping me in the loop with regards to proceedings. I always have to make phone calls which cost money only to get bad service from Jody Coetzee as if I he owes me a favor.

I've been a Customer since 2018 I have 3 contracts with Telkom and for me to get such service is appalling.

Please attend to my complaint and just give me my phone, this is a huge inconvenience.

looking forward to your speedy response