Insurance Claim Delay Due to Device/IMEI Mismatch

I have had my phone ****** and am now trying to process a valid Telkom insurance claim — and the experience has been completely unacceptable.

I upgraded my device on my Telkom contract to an iPhone 15 Plus and took out insurance at that time. I have been paying for this insurance consistently.

After the theft, I submitted a claim, only to be told that their system still reflects my old device (iPhone 12). Since then, I have provided:

• Contract confirming iPhone 15 Plus • Telkom CRM screenshot confirming IMEI and device linked to my number • Telkom statements showing active insurance • Multiple follow-ups with different agents

Despite this, I am being sent in circles — each time asked for more documents by a new agent, with no resolution.

This is clearly a system issue between Telkom and their insurer, yet I am the one being inconvenienced after paying for both the device and the insurance.

I have now formally lodged a complaint with Telkom and will escalate to ICASA if this is not resolved urgently.

I expect Telkom to:

1. Correct the device/IMEI linkage on their system 2. Confirm that my iPhone 15 Plus is insured 3. Allow my claim to proceed immediately

This level of service is unacceptable for a paying customer.