Terrible service - Mobile device repair claim

I've inquired about repairing my insured device and i was told to send pick up address and the details of the device via email of which i did. My email was not replyed, i phoned them to find out when are they coming to pick up the device, then i was told to take it to the nearest Telkom mobile store of which i did the device was booked in. The repaires phoned me to find out if i accept the quote and i told them that i was under the impression of that i was only gonna pay the excess, they requested my proof of insurance and i send it to them. When i try to follow-up with Finrite i was told i was not supposed to take it to the store. I paid the assessment fee the device was send back to me, now I'm try to log the claim with Finrite as i was told and they are referring me back to the store.

I don't know what to do anymore.