Smart device not being fixed

I bought a smart device that stopped working. I called it in and was told that a courier company will come and collect the device for an assessment. After several calls, this is still not done. The insurance company (platinum) also promised to collect the device.

Please resolve the issues you have with your insurance company and honour your contract with me.

Hopefully, FNB is not going to replace the device with secondhand parts as they did for a previous device I returned for repairs.