iStore Insurance inefficiency

iStore Insure has to be the worst phone insurance experience thus far! Their communication is ********** and none existent. Their turn around time for replacement is appalling. I filled in a claim form more than two weeks ago for a ****** phone. They responded a week later requesting an additional R2000 excess payment. I am still waiting for someone to contact me about this excess payment. Whilst frustrated I made the payment and I am still waiting for someone to contact me about the payment and when I can expect a new phone. I've sent follow up emails to no avail. When you go to the iStore you're told they're seperate entity and you need to deal with the insurance company directly so as a customer noone assists really. Below subpar service! So many people complain about them! It took a friend a whole month to get her phone issues sorted