Telkom insurance

On the 24th of May 2024 my phone got ****** I went to the telkom branch in eastrand mall to blacklist my phone I than asked them to give me a claim document for my Insurance they said they can't print it. On the Monday I than managed to get the claim forms I than put in my claim. Till today I am still waiting for my claim status. When taking the insurance I was assured by the person who helped me that I can use my telkom sim card that is also a contract and that I don't need to use the sim card that the phone came with the lady told me that they will email my policy documents and I never got them. When I went back they said they can't print out my policy documents I than called the call center and they send it. Mind you my insurance went up I was not notified. I pay my insurance on time every month for two years but now I am waiting for three weeks for my claim. Telkom I have been a loyal client for many years but you lost my trust.