Pathetic service on claim

I Have Apple Ipad that is currently insured with Monitor Administrators via MTN. The device's screen was damaged and a claim was registered. As I reside in Cape Town, the device was collected for repairs as they have no support in Cape Town. The device was collected and couriered, arranged by Monitor Administrators, to a repair centre which I think is located in Johannesburg. The reason why I say I think, is that the repair centre initially never gave any contact details in the correspondence. The claims department told us that the device would take 1 week to repair. After a week I started asking questions as I got no feedback at that stage from anyone to even say they have received the device. When I started asking questions, I was told by the claims administrator that it was sent to a repair centre which is not the best. When I complained, highly concerned, he quickly changed his story to say their admin is not the best. Also during my queries I was by the repair centre that it took 1 week for the insurance company to give approval for the repairs. It had been basically sitting around almost a week waiting for approval. When I received the unit back, 2 weeks later, the home button did not work. I complained and once again the unit was couriered back to JHB as per Monitor Administrators. After insisting to speak to the technician doing the repairs, he called me to explain that they found the problem and it has been repaired. I asked him to test everything and insure that all is working fine, which he assured me he did. After receiving the unit back, the home button worked but other issues came to light. After using the device about a week, I videoed the problems and emailed it to the insurer and the repair centre. Without contacting or even replying to my email, the courier wanted to collect the device the following day, which was obviously not at my wife's office. They collected it and after loads of emails to the insurer and repair centre (as the contact numbers supp**** by the repair centre just go to voicemail), I still have not had any feedback. I have requested that the technician contact me as I would like to see a detailed description of what was done on the device, but have had no joy. I Have basically been without my device for 4 weeks and still have no idea when I will be getting it back. The service of both the insurer as well as the repair centre is utterly pathetic. They are very quick to take your monthly premiums but when they have to do their work, nothing happens. Just by the way, we have had the device for more that 3 years and this is the first claim ever we have ever registered with them. Think twice before taking any insurance from MTN or Monitor Administrators!