Disappointing Service from Telkom and Telkom Insurance

<p>I have 3 contracts with Telkom, 2 cellphones and one Internet router of which the cellphones are insured by Telkom Insurance. On average I am paying around R2800 a month to Telkom which is not small change. On the 15th July my Samsung S7 got lost so I went into a branch to block the SIM card and get a new SIM card with a SIM swap, I had also asked to have the cellphone blacklisted but that was not done so I called in to the call centre to blacklist the phone and get the ITC number because this information is need prior to opening a police case which is a requirement by Telkom Insurance. The lady I had spoken to was friendly and said she would process the request and send it to the relevant department to blacklist the phone, the only information I had to give was the cellphone number registered with the S7 and provide an alternative number that they would send an SMS to with the ITC number after approximately 2 hours. After no SMS by Monday morning I called Telkom again to make sure they cellphone was getting blacklisted. Yet again I was given the whole you will receive an SMS with the ITC number. Later on that day after no feedback I called in again to get the ITC number. The consultant I spoke to had said an SMS was sent which I had then informed him if I had received an SMS I would not be calling in. He then looked on the system and gave me an ITC and a 4 digit number which was apparently the IMEI number. At a later stage I called Telkom just to ensure that the information I had received was correct and the consultant confirmed it was correct. I then followed the steps of opening a case at the Police Station and filled out an affidavit, and sent it through to Telkom Insurance. I had then called in to confirm that they received my email the following day due to the lack of feedback from their side. I was given a claim number by the consultant who had answered my call. On Friday 21 July 2017 late afternoon I received an email asking for the cellphone IMEI number, I responded to this email with the IMEI number Telkom had provided me with. After no response from Telkom Insurance I called in again to follow up on the status of the claim, I was first told I hadn't responded to the mail that was sent on the Friday and then I was told that I had submitted the same affidavit as my first claim, I had told the consultant this wasn't possible because the first affidavit was on a generic form and the second was on a Police Affidavit and they were signed months apart. It was then brought to my attention that the ITC numbers were the same and the IMEI number was the same but this is what Telkom gave me. It turned out Telkom had given me an ITC number from 8 months ago for my first S7 that was replaced. When the phone was replaced no one had informed me that I needed to update the IMEI number of the replacement phone with Telkom. You would think if their Internet self service that I make use of in a regular basis can pick up which phone the SIM card is in it should update the system with its serial number or something. Besides the point why would Telkom give me an ITC number for 8 months ago when I had called in July to blacklist a phone? This now put a delay on my claim and I had to call in to get a proper ITC number and ensure the phone was blacklisted. I was told by Telkom Insurance that they were going to request a usage report from Telkom and I could expect feedback today 28 July 2017. Yet again I had to use my airtime and money to contact Telkom Insurance, the consultant I had spoken too had taken my claim number to open my profile, he began to tell me that they received the ITC number on the 26th July 2017 and they received the usage report from Telkom and according to Telkom and Telkom Insurance the SIM card hadn't been used in the cellphone since 10 July 2017 which is complete nonsense because the SIM card had been the only SIM card in the phone. His explanation to this was because they used the date the affidavit was signed as the day the phone was lost wasn't on the affidavit. I had explained to him that I was rushed for time at the Police Station and it hadn't occurred to me I hadn't put the date on the affidavit, I did report the date at the police station on the separate forms to open the case so there is documented proof of the date. So now he told me I needed to send an email to the Telkom Insurance email stating all of this, at this stage I am annoyed because not once when there was something of concern did Telkom Insurance make an effort to call me to state this information. Now my question is regardless of if they used the 19th July or request a usage report using the 15th July how can Telkom say the last day the SIM card was in the phone was the 10th? The SIM card was in the phone on a continuous basis it was never taken out nor was any other SIM card put into the phone. This is now putting another delay in the claim process!! At this point I am so disappointed in this service and the lack of communication from Telkom Insurance! With the lack of service you are definitely going to lose business. This has definitely being my deciding point not to renew my contracts with Telkom, I have been a client for over 3 years now and when I reach the end of the current 24 month contracts I will be looking at another provider who can actually say they provide a service. The fact I have been provided with old data from Telkom making Telkom Insurance think I am claiming on the same case twice, the lack of follow ups and communication from Telkom Insurance and the constant 'errors' they seem to claiming just seems like a way to prolong the claim and find ways to reject it. The reason why people pay for insurance is to know that should their possessions get ******, lost, damaged, etc they will have a cover to replace the item or pay out to repair etc. Really disappointed! </p>