Appalling service and response time

I've been paying my monthly premium without fail and the first time I need to claim I could not get through to the insurer FINRITE. I was on hold for 20 minutes before I could speak to a consultant who then told me they only cover lost or ****** devices. When I went back to TELKOM (Gateway branch) they advised (after much confusion amongst themselves about insured perils) that I need to call Finrite again to claim. I called them again, waited another 20 minutes then my call was cut by them before I got to speak to a consultant. Called again, waited for 15 minutes then spoke to a consultant who made me wait again while the system was rebooting or whatever the case was (another 10 minutes or so, this is all my airtime that’s being used). Eventually she took my details and said they will collect my phone in 7 days which is absolutely ridiculous in my opinion! Thereafter they will assess and try to fix it or replace it, there were no turn-around times provided for this. process so it could be indefinite. I'm appalled by this service and turnaround times considering they are never late to collect premiums!