Game Hollard poor service

GMPOL***7-Took insurance via game for my daughter's HP laptop 3 years down the line they do not even have the decency to process a damage claim on time even after sending a complaint. The courier came a month after the claim turned back because laptop wasn't sealed mind you this was not explained to me by the person I lodged the claim with in November 2019. The premium for Dec Jan was deducted but have a damaged laptop what Is that today called to cancel the insurance the courier call to collect 2months after the claim and the laptop is required at varsity the classes started already and I mentioned this on my complaint. I do not get how Game insurance works really all they do is milk premiums without any service delivery ALL I NEED I A NEW LAPTOP URGENTLY insurance is for peace of mind not problems... Thank you