Claim that turned into a *****ulent exercise .

My contracted cellphone device was initially. I had the device for almost a year and I was paying insurance for it to date. I first went to the store where I bought the device at Telkom Alberton City Shopping Centre by the Game store entrance end. I was assisted by the store consultants to obtain their insurance claims form. I followed the correct instructions to complete the forms as per the compliance rule of their claim procedures. I opened a case at the SAPS and linked the reference with their claims department including supporting documents on 2024/06/03. On 2024/06/04 I called them on *** and spoke to a gentleman called Phuthuthedzo to verify if my claim application documents were in order. The gentleman confirmed that the only document outstanding was a copy of my ID. I immediately forwarded the document as per request. An hour later I received an email requesting me a picture of the box of the lost device. I called them again and was attended by an extremely rude lady whose name starts with the letter K because her audio was unclear when she verified her name and the call transpired exactly between 10:00 am and 10:40 am on 2024/o6/04 I called from my work number ***. I tried on numerous attempts on the call to ask her to take down the reference number for my application she arrogantly said she knew what I was referring to and that I should just send the picture of the device box otherwise they would decline my claim. The reason was that I already had sent the details of what they asked for on two different sets of documents that were attached to the initial claim. The reference was to guide her to access the actual required information that she wanted me to duplicate. She then dropped the call on me after a super rude altercation. I redialed them and spoke to another consultant by the name of Kopano and he again wanted to go about the same process as his rude colleague however he was more efficient about the consensus of the claim query and verified what my objective was with query. He said the query was escalated to a higher assistant than him. I then received an email from a person named Yolandi requesting the same picture of the box and a lot of irrelevant information. I called them again and another consultant answered my call and pretended to assist only to place me on hold for more than 15 minutes I then had to release the call because I could establish that I was taken for a ride. Cleary I know I am given the impression that I am not gonna get the required assistance and that I am being *****ed and my claim is deliberately not going to be processed after I pay my hard-earned money for insurance that is not covering what they stipulated on documents and my premiums are paid to date without fail. Kindly assist I am very appalled by the horrible treatment from Telkom and their insurance and suddenly their store does not even take my calls.