Shocking service

I have made claim for my cellphone last week on saturday the 15th of January and i called on Monday the 17th as i was told to do follow up and i was told my claim is been approved.I went back to the store on thursday the 20th i was told systme is offline which shouldnt be a problem.On Friday i went back i was told Finrite didnt send authorization and i went back home called them they explained that they need the store code.I went back to the store in Brixton and the lady told me she will call me which never happened.I diceded to go to other store the one in Sandton and they assisted me to call and gave store code.

After that they told me to wait 10 to 15 minutes which nothing happened because the claim was not loaded. Wednesday the 26th I called and spoke to Vanesa and she told me everything is perfec(From Finrite) i went to the store around 13:30 same thing nothing was sent to the store

The team at Sandton truly speaking they tried to assist as much as they can but insurance company is completely bull ****. Went back home when i called they told me they are still buy with that.why from the scratch i was not given that info.the guy i spoke to Sizwe dropped the phone on me as well.

This is not the first incidednt but my question is why do we insure our phones if we cant be assisted?