Dstv insurance claim

I am paying R1145 per month, which includes insuranc,e and it's a premium subscription, I have been having some issues with some channels that I am unable to watch and I have tried with their technical team for assistance and I was told to go to a service centre which is far from me and I opted to lodge an insurance claim for them to send me the new decoder like they used to do when I claim, now Mbali Ntontela she is refusing to help she is insisting that I should go out of my way to find their service centre, which I did in the past by the way and got nothing, when I go to where their system says there is a service centre I get told by securites that its no longer there, why am I paying for a service that I am not receiving yet when I don't pay they suspent my subscription even add penalty fee for late payment