Consultants lacking customer service

On the 29th of November 2021 I submitted a claim for my device from my insurer and I was contacted during the course of the week that the device will be collected and later collected on the 8th of December and since then I waited for response which I had to call myself and find out what is the outcome!!! Then the Lizelle from where they were fixing my phone got back to me and said that the phone could not be repaired and has escalated the matter to King Price. Today the 21/01/22 I called king price and my line went off, to my surprise I did not get clarity as the lady made me hold for 5min. Now am not what is happening with my device… Yet I have insured my car and other device with them.. Does it mean am for seeing danger??? This is not professional and very disturbing me!!! What the hell do they think am using ? Yet they collect my money every month!!!!!