Telkom Insurance Fails me!!!!!!!

I’m soooooooo disappointed !!!! Telkom Device Insurance has been failing to assist me for 3 weeks now doing ups and downs with no help. I am honestly so disappointed that I have to suffer like this while paying insurance. My Router got damaged due to loadshadding reasons. I wrote them an email to claim for replacement after I went to several branches to report the matter and they've sent me the documents to fill in which I did. Instead of replacing my device they keep making excuses that it's closed for repairs but the incident has been reported long before Christmas holidays. Can reporting an incident be this complicated!!!!??