Telkom know your staff

I'm Gail using my son's account to vent, on the 18th of November I haded in my cellphone for repairs. Of which I was made aware it is warranty related, the damage to phone. But the staff at Seapoint Telkom are not completely aware of the process of filling an insurance claim. They had informed me 21days. The staff also informed me the best way is to say the phone is ****** and open up a case. This is great advice to give to honest people. Let's just all be ******* and do things the wrong way. My phone laid by telkom for a while, when I followed up on the phone then only it was sent to the insurance company. This is after I'm speaking under correction 2 weeks. We are now on the 07 Jan 2026 I still don't have my phone. Why when people do things the wrong way do things happen faster. Even the insurance side, why are you not prioritizing this, what kind of people are you. You know how long it took for the phone to get to you and still you don't care. What type of company are you. This is my email ***.