King Price insurance and their supplier Mobicel

On 03 October 2021 my Huawei P40 lite dual sim phone started acting up (constantly switching itself off). I decided to spend the whole day of 04 October 2021 monitoring the phone to see if it's something temporary or permanent. On 05 October 2021, emailed my insurance (King Price insurance) to tell them about my phone giving me problems. They called me back on the 06 October 2021 and they began with the claim process which they said it will take 8 working days (damage assessment plus repair if claim is approved). On the 07 October 2021 my phone was collected by their courier company, they confirmed they received the phone because on the 08 October 2021 they said they are waiting for the damage assessment. On the 18 October 2021 they said they received the damage assessment report and I was a bit hopeful.

On the 20 October my claim was approved and they offered me a claims card to purchase a new phone because apparently my previous phone's repair will cost 85% of the cost price. I accepted the claims card and called all the store on the list they sent to check if they have my phone. I didn't get the phone so I called the insurance to allow me to buy online because they said their card doesn't buy online. They offered to buy the phone and courier it to me. I just had to pay the excess fee. I paid the excess fee on the 20 October 2021 and the device was delivered on 22 October 2021 from Sameer of Mobicel. When I checked the device, it was a single sim whereas my phone was a dual sim phone. I have contacted King Price insurance and Sameer from Mobicel, yet I'm still stuck with their Huawei P40 lite single sim phone and there is no clear indication of when I will receive my Huawei P40 lite dual sim phone. As for the incorrect device (Huawei P40 lite single sim phone), they have been saying they will collect it since Monday, today it's Friday, they still haven't collected.

Currently I'm in the middle of exams and most of my study material was in my phone, plus I was using the same phone to write exams. I can't access my university emails because I'm not able to reset my password, I need to access my password vault. To make matters worse, my grandmother just passed away and I can't contact a lot of people because most information was backed up in that phone.

I'm so disappointed in King Price insurance and their supplier, they have made this claim process a night mare. As for Mobicel, it's not my first time having a bad experience with them. I still have their Mobicel router which work when it wants to, I have made peace with it because I reported it and got a new router which also later started doing the same thing as the first one.