Gatvol with *** >Dont value customers

To:*** Telkom insurance sucks big time , my policy number *** , I lost my phone through theft , All the documents we send through on the 9th July to date I have not had any feedback , where as the sms that I was sent said the turn around time is 48hours,Is it the customer responsibility to call 100 times as request the update , I have sent email to the above email address and no reply at all