King Price Horrible service and feedback

I am a King Price Client, I must say that this is the 1st time claiming and their service is horrible, I have logged a cellphone claim that was damaged on 20th November 2022, the cellphone was collected for assessment on Tuesday morning by their service provider. The problem is with King Price as their communication is extremely slow. I called the service provider for an update on the 24th November 2022 and they advised me that they are awaiting authorization and that I need to speak with King Price to resolve which I did and I was advised that the authorization was sent through. It is now the 25th November 2022 and I have been constantly phoning the service provider and King price to resolve.

I am now awaiting for feedback as I have called again to get assistance :-(

This is just a cellphone - why is it taking so long to resolve. I am unhappy with their service and will have to review my insurance as I have also insured my vehicle with them. If this is the service they provide for just a cellphone claim, I can't begin to imagine what will happen to my car if ever I had an issue god forbid