How can we trust a company who doesn't live up to it's core value of authentic care?

Vodacom insurance (Finrite) likes to brag about how fast they'll settle your insurance claim yet I am on day 11 since I handed my water damaged phone in at the store. Finrite how can you claim to treat the customers fairly when you are so backlogged, you are not answering emails or taking calls? How can we trust a company who doesn't live up to it's core value of authentic care?

Vodacom is no better, the service provider who is yet again failing to provide a service.

My insurance gets debited monthly to cover such damage as I am a real estate agent who relies on my phone for my career, my insurance meant to protect my career has left me stranded for day 11 already.