**** Insurance Cover

I took out the insurance that covers your decoders and that they can come change it at home. One of my decoders broke down Monday. I called to register the claim, only to be informed that I have to take the device to the nearest Multichoice Agency. That totally defeats the purpose of the cover. I then registered my claim on Tuesday, 14 April, after taking the device to the agency. The said within 24 to 48 hours I will be contacted. It is almost 72 hours now, Friday 17 April, and still no call back. I phoned in, and the lady had an excuse of emails being down or whatever. Only now they are trying to get someone to call me. I CALLED IN, SO WHY CAN SOMEONE NOT ASSIST ME? Weekend is here, and still no decoder !!! Why do I pay for cover when this is how it works ? Previous insurance with Multichoise, I could take the device in and it was changed on site. I pay more now to get this **** service