Telkom Admin Plus Cellphone insurance is ****ming people.

Please be aware that Telkom mobile insurance is not to be trusted. They called me after I bought a phone to offer/sell me mobile insurance. The one thing I remember them telling me is that the phone they are insuring must have a telkom sim in it when it's lost because a claim could get rejected if it doesn't. I was drugged & stripped of my possessions in the beginning of March. I opened a police case, submitted all that was required for my claim to be processed. I gave them 2 telkom numbers that might have been In the phone when it was lost. Both under contract with telkom. The person assigned to my claim has been ignoring multiple emails that I've sent her, she's rude, I've had to call into their "admin plus" call centers multiple times since I submitted the claim. It's now 3 weeks calling almost every second day trying to reach this person. I'm on hold for 10mins or more all the time before I get to speak to a consultant. When I finally do, he / she will also put me on hold for a while. Then tell me they don't know much about my claim & thus will have to liaise with "Michaela" -The claim handler who doesn't respond to my emails. I'll be on hold only to be told that she is busy with another client or on the phone & thus can't talk but she'll call me or email me when she's done. Something that never happens which is why I always email her to try get a way forward. Lately what happens is that after calling, I'm put on hold after she's told that I'm calling / looking for her until I run out of airtime. It happened yesterday & it happened today as well. Yesterday I was told by the consultant that picked up that my claim has been approved & I will get an email from Michaela after I hang up with some documents to sign & pay the access fee etc. The email never came. I called in again today, twice even & the first time, I was placed on hold because I refused to hang up when I was told that Michaela was busy. I then overheard someone saying "uya dika lo" which means "this one is annoying" referring to me. I got cut off & then went to Telkom East Rand Mall to try find a way forward. I explained my situation to them, they gave me the instore phone to call. I called in & I was placed on hold again for 20+ mins. The line / airtime didn't run out so I eventually spoke to Michaela who's tone of voice was uninterested rather. I was then told that the system is giving her problems on her end so she can't verify that the numbers that I gave as numbers that were im the phone were indeed in the phone. So I asked her "okay, so what is the way forward since I've been waiting for you to very that or get back to me for well over a week now". She then proceeds to tell me that "If we can't verify the number that was in the phone when it was lost then we are gonna have to reject the claim". I told her that that's not on me though. They are tye service provider & should check on their system. How can they reject a claim purely because they can't confirm the number / sim card in the phone when it was lost? Their own staff didn't understand this instore.