FINRITE can't operate without the customer micro managing the process of a claim

In October 2020, I contacted Finrite because my phone needed to be repaired – the screen was broken. My first contact with Finrite was not so bad, I was asked about the claim I was making and all that. I was informed that my phone would be collected from my chosen address and that I’d receive communication on the how much excess I’d have to pay. Fast forward to three weeks later, I still didn’t have my phone and no communication about excess. I called Finrite and this was when the treatment turned awful and disrespectful. The male agent (whose name I cannot recall) who took my call treated my concerns in a demeaning and dismissive manner. I wanted to know progress on my phone and he rudely told me that how can I expect my phone to have been attended to when I had not paid excess. I tried to explain that it would be difficult to pay excess when you don’t have the banking details as well as the amount. However, he was way too eager to cut my reply and tell me that “We are not the ones who send out smses, Hollard does” as in it’s not Finrite’s problem that I didn’t get that communication. Here’s my problem with this – I contacted Finrite about my claim, Finrite processed it and naturally I expect Finrite to follow-up and keep me updated. To pass the buck was really lousy. I then made payment on that same day – 29 October 2020. A few days later (09 November) I called again and was told my phone had not been repaired because proof of payment had not been received which irritated me because I had sent it. I then asked that my claim be cancelled and my phone be returned to me fixed or not – I didn’t care. I was frustrated by this Finrite company enough. Mind you at this point my phone had been in their care for a month now and it still was not attended to. The interesting thing is that when I demanded my phone be returned, the proof of payment was found. I naturally didn’t care, I wanted my phone back and my excess money paid back to my account. I was assured that my phone would be returned to me by the following day. The next day I called again and was told that a delivery address had not been provided – I just gave up. I realized that for anything to happen at Finrite, the client must be the one who micro manages the process. They have no sense of urgency and are not bothered by customer satisfaction. As I write this, it’s the 20 November and I still haven’t received my excess back. I guess I must load airtime and be the one to follow-up because God forbid Finrite does anything right on their own. I mentioned Hollard in the title because I am not happy with them as well. If this is the service provider Hollard is comfortable with entrusting their clients with, then Hollard can never be a home for me. I am glad that to my knowledge I don’t have any policies with Hollard.