Bad service

I logged a claim on the 14th of January, within two hours of the claim being made i had received e-mail correspondence requesting me to send a copy of my ID with details of the device, after doing this i received another e-mail notifying me to deposit money for collection of the device and send proof. The device was then only collected on the 19th of January, after having to ask when they would pick it up. A week later (27th of January) I sent an e-mail to the agent (Caitlin Norton) who had initially requested documentation on the status of my claim, to which i received no response. I then called on the 29th of January and was informed that they had no feedback but the agent would find out for me and either call or send me an e-mail. Another week has passed and I do not have my device yet at the end of January they had the nerve to take the monthly premium for a device i do not even have. The service is just poor and I think upon receiving my device i will not be insuring with them anymore.