DSTV insurance is a disaster

Both my decoders are insured by DSTV. On 17 February 2025 their walk in centre confirmed both devices damaged by power surge. They did not have replacement stock and sent a mail to DSTV insurance to process the claim. After 5 follow up calls and 2.5 weeks later, still no replacement with a different story at each call. Their reference number ***. Shocking service