Dstv insurance is a ****

The DSTV insurance is not helpful. The consultants do not provide feedback. The claims are rejected for no apparent reasons. I spoke to a consultant on the 13th and she captured the exchange claim on her system as the one we are using hasn't been working for almost 2 months. The claim was rejected on the 15th but I never received any update or feedback. I had to call back today, to my shock, I was told to go to their outlet again. I drove there, I was told by the outlet consultant that the Dstv insurance had change the decoder to "Faulty" meaning that they cannot give me a replacement. I then called the insurance, got through to Ipel.... who cut off my call after I explained my frustration over the phone, she just cut off my call. Please Help.