Telkom insurance claim

On the 03/12/2024 we submitted an insurance claim with Telkom/Telkom insurance at Cape Town Canal Walk the one next to Pick n Pay, as per the claim the phone should be returned in 15 days 28 days if the part is not available. We followed up on the 03/01/2025 with the store, at which we were advised to wait for the SMS telling us to come collect, we visited the store again on the 15/01/2025 AGAIN we were advised to wait for the SMS at that stage I asked for the claim to be cancelled & for the phone to be returned I was advised that was not possible once the process has started, also the consultant could not provide us with the number for the insurance department we had to Google it ourselves. We called in made a follow up at which we were advised the was a document missing hence the payment was not done, surprising since all documents as requested were submitted on the 03/12/2024 at the store, anyway we asked if the claim could be cancelled & the consultant did so in under 2min & we were advised the phone will be dispatched the following day & will reach the store in 4 days. I'm writing this on the 5th day I called in earlier to insurance & I was advised the phone has been delivered on the 28/01/2025 at Tokai Blueroute Mall signed for by a Merlin that is 40min away from where it was dropped off & where it should have been delivered. At Canal Walk I have been advised the manager will be back at work on Tuesday only then they can request for the phone to be delivered to the correct store, all attempts to contact Blueroute mall have been unsuccessful SO now a simple screen repair request, cancellation of the claim & the return of my phone will take more than 3 months. SO PLEASE THINK CAREFULLY BEFORE YOU VISIT TELKOM STORE NEXT TO PICK n PAY CANAL WALK FOR A SERVICE.