Bad experience

I recently claimed for an iPhone 13 pro that had bettery issues. I took the phone to a respected service provider, Vodacom, and they sent me the relevant letter stating that the phone is beyond economical repair. I submitted the letter on the Discovery Insure website. Discovery insisted the phone must be sent away for further testing. They then sent it to Samsung. Why, I do not know. Samsung have since been unable to fix the phone. Going onto my profile earlier, I noticed that the claim has been finalized. Called Discovery and the lady seems to think I got the phone back already. 22 days later and I still dont have my phone, nor a voucher to purchase a new phone as Discovery is waiting for the letter from Samsung. Why have all these steps in place on your website if you anyways send it away. It has not been a pleasant experience as I have to constatly follow up. Claim number ***