Nonsense insurance

On the 5th of March 2025 in the evening my cellphone stopped working and because i am insured with fnb they were the first point of contact and the agent i spoke to at 08:26 on the 6th of March was very helpful they took my details and submitted my claim and thats when my horror experience with fnb started ,the service provider that was supposed to pick up my device failed to come and collect the device as promised for 2 consective days , they appointed I AM SERVICE as the service provider responsible of collecting the device and assessing it . The device was only collected 5 days later after i reported the damaged , and on the 10th they finally collected the device ,the assesor informed me on the 11th of March that they have sent the report to fnb yet fnb failed to keep me updated i kept on calling and on wednesday i was informed by their Claims Hander Tumelo Pilane that repairs are impossible on my device therefore they will pay out the claim and he should have different quotations before they can pay our and he will contact me either on thursaday or friday ,he didn't revert to me on thurday but because he had mentioned that he will call on friday i also gave him allowance to do his job and on friday the 14th of March 2025 i called the first time at 8 : 20 am and i was informed thathe will call me back his on the call ,and at 9:20 am i spoke to a lady who told me he went out but she will give him the message to call me back and i should expect a call from him in an hour ,and he didn't bother to return 2 of my calls and finally at 10 : 20 am i called back and he was still busy at that point i was so irritated in having to call back just to be informed of the status of my claim the agent that answered remained professional even though i was angry he listen to me and then informed that the quotations were not yet completed even after the 24 hours ETA that Tumelo Pilane communicated and i requested to speak to a manager the phone was handed to sheldon who assisted me and assured me that the voucher for the pay out will be sent before 12 pm and when voucher was sent the payout is 13555 then minus the excess fee of R1500 then it went down to R12055 .00 I do not have an issue with paying the excess fee but no one explained to me how i have been paying for a premium of 350 for a cover amount of R19000 because my device was worth that amount when i bought how do i end up with 12055 pay out while i've paying for a cover of 19000 at this point i am wondering if my family will be paid in the event of my death because if fnb fails to handle a simple cellphone claim clearly having a life cover or funeral cover is a risk because with insurance you pay for something you don't know until claim stages and after how they handle my claim i have decided to move to standard bank and have my insurances with Outsurance because they at least know what they are doing in the insurance business fnb must just stick to banking because they are the worst insurance ever to this date i still don't have a phone