***** with DSTV Insurance department

Good day, I have insurance with DSTV for my Exploras. I phoned DSTV 3 weeks ago, because our Catch up was not working. They said I had to get people out to check connection, even though I did tell her that there is nothing wrong with that. They came out and confirmed that there is nothing wrong with the installation. We had to take the Explora in, hard drive was *******ed. The closest agency is 160km away from us, one way, so 320km. My husband took it in and they "cleaned" the disc and was told everything is working. Two days later, exactly the same problem was back. Catch up was not working at all. So we drove again 320km to have this sorted out. The agency told my husband that DSTV Insurance, told them which Explora to issue to us. Friday evening I called DSTV to please assist, Saturday afternoon, the Explora issued to us, once again was broken and not working. DSTV told me today that even though I have insurance, that DSTV issue "used" Exploras and not new ones...How the hell is this correct?? Why am I paying insurance and then have to drive 320km, twice, just to be issued with a broken Explora? Mr Luyanda Magengenene could not understand why I am upset...please be warned that DSTV Insrance is a *****, this is shocking and that they are just not caring at all!!! Useless lot!!!