I would like to report my grievance with Telkom SA and their insurance underwriter which is Old Mutual

I would like to report my grievance with Telkom SA and their insurance underwriter which is Old Mutual. I bought a device from Telkom in 2018 and insured it on the date of purchase. I made a claim on the device in 2022 it was fixed with no hustle. In 2025 they changed their underwriter company to old mutual. Begging of February I put my claim at Telkom since then old mutual is failing to fix my device. When I make a follow up I get the same that my device is still under review. I suspect that my phone is being used by one of their consultants as it's showing activity on Netflix. Please help me get my device back