Pathetic processes

I bought a cellphone at Game last year and had it insured via Infirite from Hollard insurance. Late last year my cellphone screen cracked and I made my insurance aware of it. Their processes are so impractical in such a way that my cellphone was only collected this year. When it was collected I was never made aware that I had to pay an excess fee. After a week i called them to find out as to how far they were with repairing my cellphone, they told me about the excess fee. They claim that they sent me an sms which I never received. I asked them as to how do they send an sms to someone who had their taken for repairs. Their processes are stupid, senseless & pathetic. I will never recommend anyone to take cellphone insurance with them. Today they returned my phone un-repaired. All I am waiting for now are all my premium to be paid back to me.