ABSA IDIRECT cell phone insurance service pathetic

I insured my Huawei Mate 7 cellphone with ABSA Idirect in November 2015. My screen cracked in February 2016 and I contacted ABSA to lodge the claim. I should have known from the onset that this would be utter nonsense. The third party contractor Greenworld that was supposed to fetch the phone was unhelpful and rude when I inquired as to when the phone would be collected for repair. Eventually once the phone was collected I was advised within 36 hours I would receive feedback as to whether or not the phone would be repaired or if the insurance would pay out. No such feedback was given all of last week i had to call the call centre and was told the same story that it would be escalated to the person dealing with it.Five days later when I finally got through to Mohammed i was told some more nonsense that they need my claim history from my previous insurance to move forward. THIS MAKES NO SENSE if i am currently insured with ABSA IDIRECT. No one has given me feedback and we are now in week 3 of my claim. If you cant fix my phone or deal with the admin efficiently just send it back and i will cancel my insurance as this has been a waste of time. your consultants are rude and lazy