Telkom device insurance claim proved Pre Owned phones dor claim

If you have Active Telkom device insurance for your phone, please consider seeking alternative insurance. I have a pending claim that was approved in December, but I have not received any assistance. I have been unable to resolve the issue and have not received any feedback on the complaint I lodged. I received a replacement phone from Telkom insurance, which was sent by JCell Bar. I am experiencing an error when attempting to set up a new iCloud account because I received a pre-owned phone. They have been attempting to convince me that the iPhone is new while I receive the error code: ‘This phone has been used to create too my new Apple Accounts.’ I have been using my own airtime to follow up on the matter since day one and have been told that the issue has been escalated to their source supplier to provide a resolution. Telkom appears to prioritise debiting our accounts over providing good customer service.