CIB not want to repair or replace console after almost 9 years of paying premiums

I have been paying insurance for almost 9 years to this CIB Insurance on a X-box Console. The Console broke and they refuse to repair or replace. the person working there Melanie Keyser was very unpleasant to work with in administering my claim. It took her almost two months to appoint a service provider to assess the console after i had to look for a service provider myself. I got feedback a Connor Coetzee stating that i can go and complain to their complaints department if I wish to do so. (I'm sure both of them are Stellenbosch University - no regard for other peoples belongings). Judging from the list of complaints on Hello Peter for CIB not honoring their "commitments" I'm surprise that FNB would still appoint them as underwriters for items that we purchase via the FNB website