Disgusted by poor service

My phone was ****** on the 01 Jan 2020, which I reported immediately. Submitted all required docs on the 02 Jan 2020 only to be told today that my IMEI number does not match and I should have told them it’s a dual sim card cellphone. How on earth don’t you know this, when you insured my phone what were you insuring? Don’t you have record of the phone specifications? Even with this info provided in my affidavit where I clearly stated the two IMEI numbers ( whoever is processing my claim missed this??how??), 26 days later I’m told my claim needs to escalated because of this, whereas earlier another agent said you were ready to give me the access fee to pay.

This is the most appalling service ever, and I would like you to go to your records and check a call received at 15H15 from *** and listen to it, the calibre of staff you employ who lack the most basic customer service s****s.