Telkom - Poor pathetic service from telkom insurance

I am the policy holder, it is my son's phone. He was robbed in Cape Town and we claimed a new phone. 1st of all it took the supplier more than 2 weeks to deliver our new device, they had a wrong contact number. We received our new device on the Thursday 06/07/2023 and he used the phone over that weekend. On Sunday the phone (Oppo Reno 8) didn't want to charge at all and doesn't want to switched on. I contacted Kurt Shellar via email on the 10/7/2023 and he said he will arrange the supplier to pick the phone up from us, still to this day (14/08/2023) NO one has pick the phone up!
I have contacted Kurt and a whole other people from Telkom Insurance, and they said they will arrange pickup! We pay for the phone, but we cant use it!! This is the most unprofessional company and they don't want to sort this out for us!

We want a new phone to be delivered ASAP!! We are not willing to give the phone in and wait another 21 days for a new phone..

Pathetic is not even the word!!