I have insurance with dstv that means if anything happens to my decoder or my installation or dish a technician will be called out to fix or replace

I have insurance with dstv that means if anything happens to my decoder or my installation or dish a technician will be called out to fix or replace. My dstv is not working for the past 2 weeks due to load shedding i don't have a signal. I called dstv and was told to take it to the nearest dstv store which I did. I phoned dstv again and asked what is taking so long for a technician to come through they said I must wait 48hrs. 48hrs came and went I called again and was told it takes 7 days. I am doing all the leg work they don't have the decency to call back. They are blady useless don't open any insurance with them. I'm canceling my dstv and my insurance because they only give lip service.