have been waiting for 3 weeks now!

I thought insuring my phone was a wise thing to do, but clearly not with hollard. My phone was ****** n have since made my claim n paid my access 3 weeks ago. They said I should receive an SMS within 48hrs but I didn't so I called them only after that I got the SMS. 3 days later I call n I'm told I will receive an SMS again, I called the following day then I received the SMS saying my device will be delivered in 3-4 working days. 5 days later I call them AGAIN, I'm told I was suppose to call to give them my address!! I was suppose to call??? Alice (I stand to b corrected) said to me their call centre is always busy! I asked her y can't they b busy with me too? I requested to speak to her supervisor n she told me they will deliver it in 3 working days...which will now b 10 days. This is my worst nightmare because for every next step taken by them was because I made those calls with my air time, spending over R55 of air time been put on hold. Meaning had I not made this call today, they wouldn't have my address and was gonna wait for eternity. I will never take any sort of insurance with Hollard ever!!!