Complain

Hi, i need help, there was a breaking at my house on the 13 August 2019 and my decoder explora was ****** and on the 14 August 2019 i called the multichoice insurance to report the matter, and they ask me to send AFFIDAVIT, COPY OF MY ID and did send them and i also send the statement that was taken by the police on 16 August 2019. and on friday the 16 August 2019 i received email they were requesting the address details were they will deliver the decoder, i did send the mail back with the address details and Monday i received another email they requested me to sign the form and sens them back, i did as they requested, and Wednesday i received another mail they said the system is done until today and the system is still down, and i have send an email yesterday to check how far is my claim but no reply, my problem is how can the system of a big company like Multichoice be down for a week, and even if you called them you can here that the consultant are getting bored. Can you please assist me, i cannot start the other week without a decoder but i have insurance that im paying every month. please call me on ***