Insurance claim complaint

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I have been dealing with extremely poor service at Telkom Springs Mall. For the past three weeks, I’ve been trying to book my insured device in for repairs, but every day I’m told to come back the next day because there are no courier plastic bags available. This is unacceptable. I pay my premiums on time without fail, yet when I need assistance, I am met with incompetence, arrogance, and a bad attitude. When I took out the insurance, I was never informed of such issues. To make matters worse, I am now being told to go to another branch that is far from both my workplace and home. Telkom, please resolve this matter urgently and would like to be contacted on a way forward because there is absolutely no way im driving to another branch I will not be inconvenienced by your staff