Hollard Game Cellphone Insurance is AWFUL, SLOW AND BAD AT COMMUNICATION

I am VERY frustrated and upset with the terrible customer service and communication the finrite help centre that Hollard insures Game phones through has. I made the claim that my phone (a hisense t5 plus gold) was ****** in late january and every single step has been a slow uncommunative nightmare. I was told to send through my id copy, affidavit and insurance letter and after they assured me they would let me know when it was viewed, I waited several days and had to eventually call myself and find that they did receive it & would be processed soon. They again did not communicate when they processed it and I had to call to find that they required me to pay the 10% and send through a proof of payment. All of which I did, and I only got feedback days later that it wasn't received despite sending it twice, so I did again. I had to call to find out the next step which was to go to a Game with my id and call the helpline from there. However, and here's the kicker, I attempted this today and the call centre line automatically switched off after the automatic "please hold" response. The Game Cape Town CBD staff were as confused as me and I don't blame them. I am at a complete loss at the incompetence of Finrite. Even if I do get a new phone now it will not repair the terrible process I've had to endure thus far. DO NOT INSURE WITH THEM.