Poor service

In July 2024, I took out a contract for a device with Telkom Blueroute, I was offered to have the device insured. I accepted the insurance and have since been paying it. The device came with a pouch. However, in January 2025 the device screen got damaged. The device was handed in to Telkom Blueroute. On 23 January 2025, I received an SMS from Telkom All Risk, underwritten by OMART Insure, that my claim was logged, and being processed by one of their agents. On 27 January 2025 I received an SMS notifying me that the device was allocated to a Repair Centre for repairs and they will contact me with updates. On 30 January 2025, I sent an email to ***, as I wanted an updated. I then received the same response that the claim has been received and is being processed by one of our dedicated consultants. The same day, I received another email from Sibahle N asking for a copy of my ID and latest Telkom Statement. I then responded by questioning why I needed to submit information which they should be receiving from Telkom. On 31 January 2025, from the same email address a Lenique responds and tells me that they are then unfortunately unable to assist me, as I as the customer needs to provide them with the required document's in order for us to assist me any further. I then gathered the information and sent it on, still not understanding why I needed to provide the same information that should be on Telkoms records. After sending that information, on Saturday, 1 February 2025, I receive another email, this time from Mahlatse, stating the following:

"Kindly note that your claim is being processed. Kindly confirm the following so we can assist further with the claim: Did you port another service provider? Did you upgrade? Did you change the number? Please confirm if your device is a single or dual sim? If device has two IMEI numbers please provide us with the second IMEI number Which cellphone number was used on the device? Which service is the number? Reason why the number was not used on the device?

At this point I had it with Telkom, I was like "how does these questions, relate to the claim". I then called Telkom Blueroute, where the device was handed in, and the agent informed me that they also don't understand how the insurance work and its best I call the insurance. I was then given the number: ***. I called and then spoke to a Lynette/Lanette. Lynette was not listening to my issue properly instead she kept regurgitating that which they are probably taught to say, and the audacity she had to ask me, how can I not be able to answer the questions. The more I was trying to understand what the questions have to do with determining whether the device gets fixed. First she said the Repair Centre is asking the questions and they just send it on to the customer, and then she changed her story and said, the insurance company needs the questions to be answered before they can go on. As a faithful Telkom client for many years, I must admit this has left a bad taste in my mouth. It was something minor and the back and forth questioning as if this involved a vehicle accident, has been off putting. The delayed service even worse. The lack of proper processes and the disjunction between Telkoms systems, has now been made evident to me. Until today, I have not received the device, nor any communication as to how far the repair is. Until just now, I received a call from the Repair Centre confirming to me, that they received the device on 22 January 2025 and they sent communication to the Insurance on 28 January 2025, and I informed the lady that I spoke to that I called Telkom Risk Insure yesterday, and Lynette never said a word to me about the communication received from the Repair Centre regarding my device.