Admin Plus Horrible service

Incompetence at the highest level. I have recently submitted a claim to Admin Plus and received confirmation that my claim has been approved for a Hauwei P20 lite yet my current phone is a Samsung A31. Queried this and got a new approval email with the correct phone and excess amount . Paid the excess and there was silence. When following up, I was told the phone has been ordered and I got hopeful. Again silence and I urgently needed a phone for work purposes. Followed up yet again, and was told that my claim has been declined. How they moved from phone ordered to decline is beyond me. They then said I must provide banking details for refund of my excess. I told them that the reason I pay an insurance premium is to get cover not a refund, the rude consultant responded "If you learn to listen you'll understand that we need your banking details or we can't help you". I then decided to provide my banking details via email to get my refund since its clear im not getting a phone . To this day, they did not refund the R500 excess. Anyone looking to insure their device better play very far from Admin Plus. I've also canceled my contract with them and am looking to see if they will continue to debit. You'd think COVID has taught people to value their jobs but the incompetence and lack of good customer service is shocking. I have emails in writing from AdminPlus to support my claims and am typing this out of boredom. Horrible service!!!!