REFRAINED FROM PAYING CLAIMS & REFUNDING [#***]

I put a claim for the phone that damaged on 08.05.2024, I went to the Telkom shop in Centurion and gave the 1. Copy of Id and 2. Telkom Statement/Invoice that they require and booked my phone with Huawei. The shop assistant sent those things, then I received an sms saying I should send those documents. I sent my cousin to the store to submit those document. After that I called WWAS and the lady confirmed that they received my documents, and she will send me e-mail of the bank details and documents to pay the excess. I never received anything. My phone was returned from Huawei unrepaired after 4 months of being there. I asked WWAS to refund me, they keep on telling me they suspended my claim because I didn't send the documents which I sent TWICE, so it I feel they are just playing with me. I have been paying for a device that I can't use for 7 months and they are still taking the premiums knowing they haven't paid the claim. May I kindly be refunded the premiums since practically my device was not insured.