Telkom Insurance Claims

I have had the worst claims process with telkom insurance, I lodged I claim in may 2021 for a cellphone and I'm still chasing them to provide feedback till this day. Every time I call them I never get a clear response and Agent by the name of Ethel blames another department. Telkom change their Underwriters without inform us as clients let alone that they never ever sent us their policy wording. This is ridiculous, the monthly premiums are deducted every month without failure without the phone. It seems like these people do not wanna pay out the claim.