TELKOM POOR SERVICE

I have been having the most horrible service with the Telkom insurance that is administered by Finrite, I made a claim a month ago and they still have not replaced my device which was supposed to get to me after 3 days, and that was last week, today I call and after waiting 2 hours on the phone to talk to an agent, they tell me that the last agent I talked to did not update the claim status. This is insane, I do not have a cellphone and these agents do not want to communicate by email so you never know who is handling your claim. and every time I call I give them a number where they can send the tracking number to but they ask for it everytime, these people are ******.