Insurance ***

Lost my device on the 12th of December contacted Telkom to block the number and the phone to prevent any *****ulent activity from occurring with my lost device and logged insurance claim for a HUAWEI P50 PRO. Had the Telephonic conversation with Telkom on the 13th. I struggled to get an ITC as they claimed their systems were down meaning I couldn't open case for the insurance eventually got an ITC number on the 14th evening after failing to get assistance numerous calls with Telkom. Went to the police station December 15 to open a case so I could get a case number for the insurance on the same day I went to the Telkom to do a sim swap so could be reachable. The in-store consultant contacted the call center to unlock my number so he could proceed with the swap, I got assistance. On the same day I submitted the required documents to world wide advisory services as instructed by Telkom. After receiving no communication other than an automated response via email. I called the number I was given by Telkom to contact the insurance company directly, on the 17 December. I did and was asked to attach my ID copy and provide a recent Telkom statement along with other questions to which I did and responded to all the questions. Called again on the 19 December after no response back other than an automated response, the lady assured me that the my insurance claim was under assessment. On the 22 December I was asked to confirm if the lost device was a replacement via email, it was a replacement and responded to all the questions. On the 24 December I was asked to call the call center and get a new ITC number as the one they gave me initially was incorrect and had to refill a form with the new ITC number. On the 29th December I called the insurance company for a feedback they told me I will receive communication within 48 hours. That passed I called again today the 2nd of January 2026. I had a different story (I spoke to Kopano reference number #***)

Please advise on a way forward

Kind regards MZ Tshabalala