Telkom Mobile, YOU DISSAPPOINT AGAIN!!!

I was unfortunate enough to have cracked my screen on my Huawei Y9S TMB BLK just over 3 weeks ago. I then proceeded to Telkom Mobile in Greenstone mall as I have taken insurance out on the phone upon purchase through Telkom. On 10/07/2021 I went into the Greenstone Telkom mobile store to initiate the process to have the phone repaired. The desk lady said that unfortunately their systems are down but I should remove the sim card and leave the phone with them. I was not happy with this as they were not able to give me ANY receipt/remittance that I am leaving the phone with them, but I had to get the phone repaired as I use this for business. I left the store and returned again on 17/07/2021 just to discover that they have not done anything since the previous week when i dropped the phone off, an entire week my phone was in their store and not delivered to the insurer??? At least at this point I was given a Courier IT Account Number (13463) which looks like a copy of the courier request. I was told that the courier company will collect that Monday (19/07/2021), no idea if this happened. They then said to me that the insurer will be in direct contact with me to update me on the claim process. I have not heard anything from the insurer, I have not even been told who the insurer is??? Today the 29th and this will now be almost 4 weeks without anything being done, What is the claim number? who is the insurer? I have googled and what appears to be Finrite, but all the numbers I tried was unable to assist me. I have now tried phoning Telkom Mobile Greenstone this morning 09:20 but there was no answer. I urgently need this phone back as I am using it for work. The service I have received this far from both Telkom and "their insurer?" is shocking!!!! This service level agreement is not up to standard and "I" the client is not being treated fairly :(