EXTREMELY BAD SERVICE FROM TELKOM INSURANCE

i took cellphone insurance for my 2 cellphones with Telkom underwritten by Mutual and Federal Risk Financial limited . I have been paying my premuims for the past 2 years . On the 28 February 2020 i lost my cellphone and i called Telkom customer care to report , block and blacklisted my ****** cellphone. The lady who was assisting me was so *********** because she blocked the phone wrong phone. I called again to continue with the blacklisting and i was given ITC Reference number : ***9. I went to the Sinoville police station on the 29th of February 2020 to report my ****** cellphone and i was given case no 51/02/20. On the 30th of February 2020 i called the Telkom insurance to lodge a claim and was informed what to submit for my claim. on the 5th of March 2020 i send all the relevant documentations to Telkom insurance . 3 days later i called to check the progress with regards to my claim and i was told that i did not submit the IMEI no of the phone i was claiming for. i then gave the IMEI number to the consultant and she said i will receive SMS after 48 hours and 48 hours lapsed and i did not receive any SMS. i called the Telkom insurance over 3 times and i was told the same thing. On the 16th of March i called again and the lady who was assisting me dropped the call on me , then icalled again and i decided to ask the name of the lady who was assisting me and she said her name was Letitia Jansen she also requested my IMEI number i told her i have already givem the IMEI number more than 3 times i however gave her the IMEI number and she promised me that after 48 hours i will receive the SMS. i waited for 48 hours and nothing came through. yesterday on the 19th of March i called and i explained to the consultant and she let me hold for 30 minutes and from there my call was dropped. i called again and spoke to Mbali Mashao who said to me the IMEI number in question is not blacklisted and the ITC number was invalid i have to call Telkom and blacklist the number. I have never seen such level of incompetency in my whole life. Telkom insurance gave me extremely bad service, their consultants are super incompitent . i wasted a lot of money holding on the call that takes over 40 - i hour minutes holding to be assisted and it comsumes a lot of air time. i wonder if ever my claim will be resolved since the celophone in question is tsill under contract , money was deducted for the contract and insurance but i am unable to access the service since i do not have the phone. i rate Telkom insurance 0/10.