Multichoice Insurance Non-Compliance refuse to assist with claim

Good day I trust you are well. It is with regret that Multichoice Insurance has now forced me to write this letter due to non-compliance and total lack of service. I have 2 decoders and the catch-up and the recordings stopped working. The one-second decoder does no longer work at all and is limited to no use on the main decoder. No functionality. No Pausing nothing working basically. Both Harddrives *******. I have logged several service calls with Multichoice branch - ( AERIAL EXCELLENCE SHOP 44 , Waterglen Shopping Centre Garsfontein Road , Menlyn , Telephione ***) I kept on visiting the brance and phoning since May 2024 and kept on visiting the branch yet they never had stock to exchange the 2 decoders. They have opened an interactive on the system and gave me the number to call for the insurance ***. I have been phoning for weeks on end, holding upheld an hour and more then when someone finally answers in the correct department and they hear me as the client the phone gets dropped and I re-do the entire process again and again without the agents being willing to take the call to assist. So they answer after a ridiculous amount of time and then purely start a conversation greet and drop the call in my ear. I have now spent hundreds of Rands in airtime without any luck. It is as if they answer to prove the call got answered yet drop it shortly after their greeting rhyme just to prove they did answer the call. Thus - Why have I been paying the high DSTV monthly fee without having use and why do I pay insurance if the insurance refuses to assist during calls and thus directly are in total breach of the insurance and multichoice contract? I was told by the Areal Excellence team that when I phoned with my ID number and multichoice info due to the interactive on the system and them not having stock for nearly 2 months to exchange my decoders to a higher model due to Multichoice technical changes so that both decoders be of same new format machine in order to communicate with each other better as well as with Multichoice. Areal Excellence team informed myself and Anton that Multichoice insurance will then deliver the 2 new model decoders of same model to my house. Now if Multichoice and Their insurance now breaches our contract what am I supposed to do? I need these 2 decoders to be exchanged and delivered. Please take note that the amount of airtime spend trying to resolve this matter which should be easy and seamless by Multichoice insurance as well as the amount spend on petrol having to drive to Areal Excellence team - 37KM from my place of residence where decoders are and about 1 hour driving time from me to Areal Excellence team several times. I am requesting a senior manager to sort this out ASAP. Thank you