Bad Customer service

It's been two weeks just trying to get them to replace my TV with no luck, every time I call I'm promised that they will get back to me but I'm still waiting, why must we pay for insurance coz when it's time for them to replace stuff it takes them forever, I'm so not impressed especially with Lorraine the lady who was dealing with my claim, she doesn't even bother to call back but when it's time to collect the premium they do so without hesitations