Unsatisfactory handling of Telkom finrite insurance claim "Terrible service".

Worst experience ever.

On the 10th December 2019, I submitted a claim for a lost phone case with all the necessary documentation required. This claim has been pending for more than a month now with no correspondence. After attempts of "thousand" calls i finally reached them on the 6th January 2020. I had a lengthy conversation with Mr Marco Williams which he asked me to pay an excess of R3229.9. I then consulted the finrite policy and discovered that the excess amount payable to them was R1200. I made it known to them what the policy states and they informed me that there is a new policy in place in support of the R3229.9 of excess. I then asked for the copy of the new policy , they told me that they are not allowed to send emails anymore. This sounded shady to me, to my understanding i was suppose to be informed immediately when the policy changed. Since they wre not able to provide the new policy they settled for R1200 excess. I paid the excess fee on 06 January 2020.

Since then, no one came back to me to inform me about the progress of the claim. when I call, which I did a thousand times, they keep saying they waiting for the excess amount to reflect on their system before assisting me. No manager or supervisor is available to escalate the issue to, they are ''always busy", I left my contact details numerous times and no one ever came back to me.

How can a payment not reflect after three weeks? again this seems shady to me.

This is ridiculous and unacceptable. Can this matter be investigated.