No update on a claim I lodged a week ago!!!

I took a contract for 2 phones for my sons in December 2023. Added insurance for peace of mind. Last week Sunday I went and lodged a claim because one of them accidentally broke his phone when it fell.

All went well but I was told that they can not locate the insurance on the phone I am claiming for, yet confirmed that they have received the money. The lady who helped said I must not worry as they will figure it out since it’s a n internal issue.

I left, after 2 day of no update. I call the store they say the lady who was helping me was busy and she will call me back. That never happened. I called again the following day and the guy I spoke to said that they can’t pick up my son’s number. Could be that he had the SIM card in sim 2. I didn’t know what that meant. He promised to call me. Still has not. No feedback. Today is a full week on no update whatsoever on a claim. I’ve never missed a payment but this is the service I get.

Nonsense service really. Today is Sunday and I need to go there again because no one has the time to give me a call and give me an update! I’m super annoy at this point. Which I could take this contract to another service provide like Telkom at-least they have treated me good for 2017