Telkom insurance

Telkom insurance is the worst ever. I have submitted a claim on the 29 May 2024, no update or anything. I am always the one to call for update, if I don't they just keep quiet. Initially when I called them they told me about 7-14 turnaround time and that my claim is with the assessment department. So on Friday it was day 14 and I told them that it was their last day and all of the sudden they started telling me that the number that was on my phone when I lost it is not the insured one. They telling me about a 061 number that I don't even know. They promised to give me feedback on Monday but they didn't. Again I had to call them and find out what's going on and they still telling me about this 061 number that I don't even know who it belongs to. I went to the telkom store yesterday to inquire about this number they are telling me about and they told me that there's no such because you insure the device not the number. Also they can only pick up my 081 number not the 061 they are talking. Again today when I called they told me about my claim being sent for review even though their turnaround time has lapsed. No one is giving me answers, no one is telling me as to when they will finish the "investigation". According to them the claim was only sent for review on the 14 June 2024 which was last week Friday. Since the 29 May what were they doing??? I am honestly going through the most right now with the insurance and having the worst experience ever.