Horrible Service!!

I have Finrite cellphone insurance through game stores, I broke my screen and I sent in my insurance claim and I got a confirmation sms on the 16th of January but even today I still don't have my phone. They were supposed to fetch the phone after 4 working days but it took them almost 3 weeks to fetch the phone,I had to call more than 8 times before I actually got a call from their couriers. After the phone was fetched, I was told in 4 working days they would contact me with regards to excess fee payments, after almost 2 weeks I had to call them to find out what was happening, they told me I haven't paid the access fee but I had gotten absolutely no feedback. The lady apologized for no communication on their side and gave me the amount to pay and I paid that amount. 4 days later I call again and I was told I need to pay R10 more as my access fee was short. I asked for the lady to give me a record of the phone call from the previous call because I had been given the incorrect amount, I still have not received that record, nor any communication. I got an sms to pay an access fee last week Sunday after paying the remaining R10 on Friday. I was supposed to be getting an sms or email about my phone being fixed, not about an excess fee which I should have received in in the 1st week of February. Every time I call I am told something will be done within 4 working days but even today they say my phone has not been repaired, an absolute nightmare.!!! and there is no written communication, I have to wait 30 minutes on the line everyday to find out the status with regards to my claim!!!!! I can't wait to get my phone back so I can cancel my policy!!!