Game Finrite Cellphone Insurance the worst on the planet

I registered a claim for my broken phone with Finrite on 03 July 2020. Claim Number GMCML74998. The phone shattered beyond repair when it fell out of my pocket onto a concrete floor. I forwarded a copy of my ID document as requested immediately after the claim was lodged. I received an SMS on the 17th July that RAM will come to collect the phone for repairs!!!!!!!!!! When I phoned to ask why they want to collect a shattered phone I was told that they will decide if it can be fixed or not. I have now been without a phone for 17 days, will have to wait until they can confirm the obvious - the phone cannot be fixed, even if they have someone that can perform miracles - then wait even until who knows when to get a new phone, and then only after I have paid an excess of R150.00 minimum.