most terrible customer service: REQUEST TO EVERYONE DON'T TAKE INSURANCE FROM TELKOM

PLEASE ALL..........DON'T EVER TAKE THE INSURANCE FROM TELKOM POWERED BY FINRITE INSURANCE.

I bought a Samsung S9+ from Telkom on contract. I also took a insurance from them as well thinking it will be good if the contract and the insurance comes from the same house. It was probably May 2018 Last month (Jan 2020) my phone dropped and the glass broke. After paying 20 months of premium of R 242 / month first time I claimed for replacement of the glass. Please follow the sequence now: 1. I went to Telkom Store in Canal walk Cape Town and dropped the phone by them ( no replacement set was given) 2. After waiting more than a week I got 4 consecutive sms s on the 9th of Feb stating that my claim has been approved and the device will be repaired after I pay the excess. 3. I called Telkom on the same day for banking details and the amount and they said I must go to a Telkom shop. 4. I went back to Canal Walk just to hear that they cannot help but gave me a number to call. 5. I started calling that number from the 11th nearly an hr every day just to hear All our ........are busy. 6. I sent an email id to the email id specified in the sms on the 11th as well but nobody rep****. 7. I got hold of someone on Fri 14th Feb just to hear the system was down and she will call me next day morning which never happened 7. This afternoon (18th) I finally got hold of someone and he gave me another email and asked for the latest Telkom invoice. 8. I sent it through and after an Hr I got an sms with the banking details stating the excess is R 1699. 90. 9. My policy clearly states Ph between 15000 - 20000 the excess is R 1000 (if not the claim is within 6 months) 10. I again tried to call them and same thing repeated...... ALL OUR .......BUSY 11. I sent an email with the screenshot of the policy document this afternoon for sure I know no one will answer.

CELL PHONE IS NOT A LUXURY IN TODAY'S WORLD ITS A NECESSITY. I know nothing is going to happen with this review as they are SHAMELESS. MY claim number is TC030457. I WOULD LIKE TO REQUEST EVERYONE TO THINK TWICE BEFORE INSURING YOUR HANDSET WITH TELKOM. I AM EXPERIENCING ONE OF THE MOST HORRIBLE CUSTOMER SERVICE ONE CAN EVER THINK OF.