DISGUSTED BY THE SERVICE AND LACK OF ASSISTANCE WITH FNB INSURANCE!!!!

I have had insurance with FNB for over a year - This is the first time ever that I have claimed for a portable possession. Iphone 13 insured for R19000.00 of which I have been paying a premium. Phone was ****** and mother was violated as the phone was between her legs she had a dress on and the two boys were touching her inappropriately. I was not kept up to date with my excess that had increased from R1000 to R1500 and the claims handler would send very vague emails. I requested a cash settlement as I would like to settle the contract and my mom wants a cheaper phone as she has been traumatized by this whole incident as a result, to a point where I have had to make alternative arrangements to fetch my brothers from school. I even agreed to cash settlement as per the suppliers quote less excess. I am a first-time claimer, and the service and assistance has been PATHETIC to a point where I am seeking other insurance. I have six Apple devices insured with them but if this is what I am paying for I would rather much go somewhere else. I submitted the claim on the 30 October and I am still fighting for this. Paying a premium for R19000 insured device and only being paid R16245 and my request for cash denied. First I was told to query the excess when it should have been the claims handler's responsibility but somehow it ended up being my job to ensure that those validations are done. I HAVE JUST BEEN FIGHTING FOR EVERYTHING WITH THIS CLAIM!!!!!!!