Bad Service from Telkom Device Insurance

I have submitted a device claim with Telkom from late October still to date I have not gotten my new device yet. when calling the call center for follow up there is no straight or clear answer provided for me with regards to the delivery of the phone, up until I took it upon myself to call t he courier company ( CourierIT) that they are using to find out the whereabout of the device all to find out that the device was lost and they need to process purchase order again and they are waiting for Telkom to forward the Invoice so they can process the purchase. the experience and service received from Telkom is very bad you guys, if you need any short insurance institutions Telkom should be the last place to consider tjooooooooo Hay I have never seen this kind of service before bad bad bad