Telkom insurance poor service

Telkom Insurance does not know customer services seriously after waiting for three months for my phones they come back to offer me a down grade phone as a replacement for my devices when i email Marcel the agent that was working on my claims he does not reply to my emails then i decided to call Lawrence was the agent that my call went through to him. i started asking him questions, he could not answer me he did not help at all after that that is when i got an email from Marcel first he insults me by calling me Sir but I am a woman, then he tried to explain something that does not make sense at all. are we paying insurance to be rob. I am not really happy with Telkom not at all but come month end they wont miss a any payment. Telkom services is really poor.