Finrite insurance claim

I took cellphone insurance when I purchased my phone through Game. Finrite is the insurance company. I have never dealt with such bad service. My phone broke and I had to claim. They took a long time to pick up the phone , then they smsd me to ask for excess payment , which i understand and i paid it immediately as i didn't want to delay my phone repair. On that proof of payment i used my claim number as a reference. I was not instructed on that sms that i need to email proof of payment, BUT THATS NOT THE UPSETTING PART. THE UPSETTING PART WAS THAT AFTER YOU EMAIL PROOF OF PAYMENT YOU MUST CALL THEM BACK TO CHECK IF THEY RECEIVED YOUR EMAIL. So they delayed picking up my phone , they didn't tell me i needed to be their administrative department for payments received. I only found out now(9/12/19) (after i made a call) ,after making payment on the 24th of November that i needed to have email and call for proof of payment. Its been a month now that my phone has broken , and i haven't had a phone. I could have repaired the phone privately and had it back in no time.