Poor service

I bought a phone at Game East point Mall then i they advised me to take insurance with Hollard. I then put a claim early September 2019 for a broken screen. The consultant from Game call centre promised me that they will come collect my phone between 3 to 5 working days and its gonna take 3 to 5 working days to be fixed.

I waited for more than 3 to 5 working days, they then sent me an sms on the 23rd September 2019 that says my claim number has been registered . On the 25th September 2019 i received another sms that says "Dear customer we are aware of your claim and assure you that our advisors are attending to it with urgency ". I then received a call sometime last week during the week they said the claim has been authorized i shud pay a access of R200 they will send me an email with the banking details of which they didn't send even today.

Im paying them very well but they failing to deliver it's almost a month i put a claim with no assistance