Bad service at its best

hi

on the 11th of September . I took my phone to Jet Midrand boulders as it had fell and screen cracked and I had insurance with them so I wanted to make a claim

The lady that was helping me (Sebenzile ) she was very nice and explained every thing , assisted me with the claim form and even made a copy for me of the claim form .

a week went by and I decided to call the insurer and to my surprise they advised they never received my claim. now after a week of waiting all they could say is that no claim was received I was prepared to fax back the insurance form , however I was not happy when the call center agent said it will take 24 hours for FINRITE to receive the documents, my Question was how on earth does an email or fax take 24 hours to reach the recipient? I advised him that I am not happy with waiting another 24 as I have already waited a week and requested that he explains to me how can an e mail or fax take 24 because in the real world it doesn't even take 5 minutes , the conversation when on but I could not even get a straight answer from him , when I requested to speak to the team leader he put me on hold and hung up. I want service from FINRITE because the primary reason you pay insurance is that when you need to claim they are there for you and not them playing you around like they have been now

All I want is feedback as to when will I get my phone back because I never give them hassles when they debit my Account and I don't appreciate them doing this running around this is not the service that I pay for