Telkom insurance claims department sucks.

I have the most disgusting service from telkom insurance. On the 8/11/2019 i was pickpocketed and my phone was ******. I did report the incident to the Durban Central SAPS to get case number. I went to telkom stores on the 9/11/2019 and they gave me the telkom insurance number to call to make a claim. On the 11/11/2019 i called the insurance consultants and I was told that my information was not on their system so they requested that I get proof of purchase as well as my latest statement for verification,of which I emailed it to the telkom insurance on the 11/11/2019 @5:37pm. I then followed up with a call to verify if they have received my email,and was told that they will email me back in 48hours to process my claim. Due to not receiving any feedback,I called them again on the 15/11/2019 @ 1:57pm,firstly my consultant/agent was rude, secondly, I did not get any assistance because i was still told the samething that my information is not on their system. How can you deduct every month with no mistake then when I have to claim,i am being told that information is not on the system? It has been an unpleasant experience dealing with telkom insurance about this claim, please note that their Claims department number is not even a toll free number and they make you wait for over 30mins to be assisted. I wish my claim can be proccessed as quickly as they do when proccessing my monthly debit orders.