cellphone insurance from JET/Hollard and RAM Couriers

I took a cellphone insurance from jet store with Hollard,then the real moment came where the cellphone broke and needed repairs.the insurer promised to collect the cellphone from my place within 3 days,then it took 2 weeks for me to back to the store again at my cost,they take half an hour to answer.they told me a mail was sent to the courier a day before i came to claim for the second time,which was a lie cos i asked for communication done in that 2 weeks to be sent to me and nothing,she called same day after 4 telling the courier wil collect in 7 days which 3 weeks without a cellphone,i had to buy another cellphone which is another cost.in 6 days the courier(RAM COURIERS) phoned to collect which is today(29 Dec 2020).the driver didnt even wait 2 minutes and waited at the wrong gate.then i phoned their Call Cerntre,the lady said the driver cant wait because its a high risk area.so does this mean suburbs are the only areas where their drivers wait,location are not safe for RAM.bUT CRIME HAPPENS AEVERYWHERE ,then why do service at areas you dont want rather than cancel.i so wish to cancel everything and take steps to get a refund in order to fix it myself and leave this joke kind of service.