Confused Customer

My phone was ****** on the 17th of April and I logged a claim with my insurance on the 19th.

They requested a case number and the ITC number from my service provider, I submitted both.

My insurer further asked for an affidavit from me, requesting permission from me, so they could contact Telkom directly and collect the information that they require to finalise my claim, (location and last time the phone/sim was used).

My insurer submitted the request over 3 weeks ago and they still have not received feedback from Telkom. Today I called Telkom myself to follow up and establish what the hold up may be.

The consultant told me that they are unable to provide the requested information and that they have never heard of such a request. I need to know what is going here? Surely this is not a new process and it has always existed, I don't think my insurer would request for something that does not exist.

Even if this process doesn't exist, why is Telkom not communicating to my insurer, that the information is not available. What am I meant to do in this instance? Its been over a month that I have been without a cellphone now due to a hold up with Telkom.