Frustrated with Telkom's horrible service

3 weeks back we woke up to a horrific sight , seeing two males in our home, they stole all our electronic gadgets in the house held us a gun point and took our cellphones. I immediately went to the police station and blocked my phone on the 25th of July I reached out to Telkom to make them aware that I my phone was ****** would like to claim for the ****** phone. I submitted all that was needed, to my surprise I was told that the phone noted on their system is a Huawei P50 which is strange because it was ****** last year and it was replaced with a Samsung s23. I made them aware that I no longer have the P50 and sent photo's of the replacement phone as well as well as the proof of payment for the excess. They did not respond, so from the 31st of July I have been following up with them sending emails asking how far is my claim? No response was provided. For the past two days I have been following up with them, either they will put me on hold for close to an hour or the agent(Jayde) will hang up while speaking to her and say when they tried getting back to me my phone was unavailable( which is not true). Luckily I spoke to again Jadye this morning and she told me she will send me an email where I can resend my details to, as there is no trace of my current claim , I waited until 3PM no email came through. I called again and I was told that the P50 was noted on the system and I will get an email that the new Samsung device has been noted and then we will take it from there. When I lodged my claim last year for the P50 everything went smoothly, and now I dealing with the trauma of the house break in and I also have to deal with Telkom not assisting me with my claim. I am disappointed with the poor service I have received which is already adding stress because of my current situation. Insurance is supposed to be seamless and not supposed to add onto the stress already caused by the intruders.