DStv Insurance NO POINT

I am a dstv user, so decided that I would take out the multichoice insurance, as it seemed like it would benefit me not to have to worry if anything happened to my decoder or the dish and insulation. I was under the understanding that, in the invent that I needed to claim, it would be a easy process that wouldn't take long. Unfortunately that wasn't the case, my decoder stopped receiving catch up, so I phoned dstv insurance and explained to lovely helpful lady what had happened, she try to help me by going through all the settings with me, but unfortunately we had no joy. She then told me that I must take the decoder to my nearest multichoice outlet. I did so and they deleted the hard drive, unfortunately it's still didn't work, they told me to contact dstv insurance to claim. I once again got hold of dstv and explained the situation, ( that was a month ago), I was told that they would contact me, with in 5 working days to finalize the delivery. Guess what nothing happened, I then contacted them again, and was told that they would escalate the claim, still nothing happened, this last Wednesday I phoned them again and asked to speak to someone in management, and was told that they were in a meeting but would phone me back. And once again nothing has happened. I will be phoning dstv insurance on Monday to cancel my insurance, what is the point in paying for a product that they can't deliver on.