Frustration with Telkom Claim Process and Poor Communication

I am writing to express my deep frustration with how Telkom has handled my phone insurance claim. This incident began in July, when I lost my phone. I immediately went to the police station to report the loss and was advised that I needed an ITC number. I then contacted Telkom to blacklist the phone – this was around the 24th of July, although I can’t recall the exact date due to the ongoing back-and-forth between Telkom and the police station. After obtaining the ITC number, I opened the case on July 30th. However, I had to wait weeks to receive the case number, as the police initially said they would send it via SMS, which never came. I eventually had to follow up in person to retrieve it. Since then, I’ve sent all the required documents multiple times – including the docket, affidavit, and invoice. Despite this, I spent the entire month of August re-sending the same documents repeatedly because Telkom kept requesting them again. At one point, they claimed the affidavit stamp was not visible, even though I had sent clear copies of all documents. It’s now September, and I’m still being asked to submit documents I’ve already sent. On top of that, Telkom is questioning the dates – which I’ve already explained are due to delays in receiving the ITC number and the police case number. I am extremely disappointed with the lack of communication, poor coordination, and how this claim has been handled. It seems no single person is managing my case, which has caused confusion and repeated delays. I feel like I’m being made to start over each time I follow up. I hope this complaint reaches someone who can take accountability and resolve this matter promptly.