Worse Insurance Experience in 42 years

I submitted a claim for my cell phone which fell from my pocket whilst I was climbing out of my roof on 13th April. The phone was collected the following day, and I thought well this is good service. Well, that was where the service ended. I have called King Price several times, always get the same story they will follow up with the service provider and get back to me. It never happened until last Friday the 21st April when I received a call at 16:44 from King Price stating that the service provider tried to contact me several times but could not get hold of me. I asked for the number of the "so called service provider" checked my incoming phone list, not one call from them. This morning (Monday 24th April) I received another call from the same lady who phoned me on Friday giving me the price for repairing my phone and ask?????? if they must continue with the claim. 3 Hours later the service provider called me stating that the phone was delivered on the 17th of April, but they only received the go-ahead from King Price today (Monday 24th April), but I first need to pay the access amount and sent them proof before they can start repairing the phone. this is now 12 days later, and only now will something start to happen, if I pay my access. This is the worse claim experience I have had in my 42 years dealing with insurance companies..