Telkom Device insurance -nobody knows anything about my insured device.

I logged an insurance claim for a lost device on 27 October 2024. On the 29th, they sent a claim form for me to fill out and send back, which I filled out and sent back on the 30th.

One of the agents sent me an email saying he is unable to find my device details on their platform, to confirm of this was a replacement or upgrade. I confirmed that this was a replacement device. He asked for proof even if it's email screenshots. I sent through all the emails and email attachments, which included the old claim form from about 4yrs ago.

He went silent for day and I kept receiving email requests to send a claim form and a detailed email as I'm apparently sending empty emails. I eventual sent a follow up email asking for clarity as I was confused now regarding the status of my claim. Feedback I received was to send a completed claim form which I resent. And again I received yet another email asking for the claim form. I decided to call the number in their email signatures to get more information and the lady told me they have an old form and I need to send the new form. I tried to explain that the reason they have the old form is because they asked me to prove that I got a replacement. She maintained that I must send the new form. I gave up and sent the new form AGAIN. And yet again, I was asked which device I am claiming for! When everything is written in black and white on the form. I responded to specify and give consolidated feedback on what's been happening. I didn't get a response back. Today, I contacted them on Whatsapp to follow up and they asked me to send the claim form AGAIN! I did and AGAIN I was asked which device am I claiming for. This just blows my mind because when they debit my account every month, do they not know what the debit order is for?

I asked the person on WhatsApp to assist in escalating the matter and the only response I got was that today is my first day liaising with them on WhatsApp. WhatsApp and email is not the same thing. Mind blowing!!! The only reason they even get a 1 star is because I need to put a rating, there's no winning with Telkom.