Telkom Insurance... Worst insurance

I am utterly disgusted by the service I have received from Telkom insurance for the past 3 weeks. In OCT 2018 I bought a device and I was offered insurance which I gladly accepted and paid for without defaulting a payment. On the 2nd of May 2021 I lost the device and my claim was submitted. Everytime I call to follow up I get told they are trying to confirm whether my sim card was on the phone at the time of loss and that they are having systems issues. I spend over 30min on the phone everyday and I get told the same thing. Imagine insuring your phone for over 2 years without a single claims and they give you hell after you claim. My debit is gonna go through for insurance that time I don't even have a phone. This is the worst insurance and I would never recommend anyone to go for it.