Bad customer service

Sent my laptop and smart phone in for repairs. 1.5mths later I contact them again for progress, they cannot repair the smart phone will send replacement, waiting for authorisation from insurance for laptop. 3mths later I contact them again, same story. Request insurance details to follow up and suddenly the insurance will send authorisation within 48hrs. 4mths on i contact them again, for laptop I must pay excess fee first before they can repair the laptop and they will dispatch the replacement immediately. Now my concern is that they did not worry to inform me on the progress unless I don't ask. I refused to pay the excess because I have no knowledge of what the insurance cover. I requested that they send me information with regards to the insurance policy but still waiting.