FINRITE LET ME DOWN

I have sent my Hisense cellphone in for repairs in July 2021. I was then told that I have to pay an excess fee of R100. I paid the excess fee. I was then told that the phone cannot be repaired and I will be receiving a call to select a replacement phone. I have never received the call. Each time I make a follow up call I am told that an email will be sent to the relevant department tasked with calling me and that I can expect a call within the next few days. Which of course doesnt happen. Ive paid this cellphones insurance for years, never once missing a payment. Yet I have to waste money on calling Finrite and get nowhere. If I am correct, the insurance is a collaboration between Finrite and Hollard Insurance. Between these two, someone is not doing their job. This has been a regrettable experience to say the least. I have no confidence in recommending Finrite or Hollard Insurance to anyone. I have paid insurance all these years to be treated in this manner. Shame on you!