Poor customer service/ poor communication/ high access fees

I took out telkom insurance in 2019 after buying a laptop at telkom, after a year I bought a cellphone and insure it with them.

I have been paying my premiums in time all these years. Beginning of January this year 2025 my laptop was ****** together with my cellphone. I submitted a claim for both my gadgets. Up to today my claim is still not settled. There is no communication from them unless I call them. I was requested to pay R4500 as access, which was not communicated to me at initial stage.

Now I have pai this amount as I am stranded to get my claim processed as soon as possible. But still Telkom insurance is not paying my claim.