Bad Customer service (Mtn device insurance by Santam)

Took a mtn device Insurence underwritten by Santam , claimed Dec 2023 as my phone died on me, screen just went blank, had to go find myself a company to assess the damage, of which I paid myself for, send the report via email, of which this I find weird , was expecting them to take the device and do their own assessments with their own technicians. Guess what? After they received the report is then they send a courier to take the device , they took it again for their assessment and I had to pay “access fee” , waited and waited for their feed back with continuous calls and emails doing follow-ups. After some months , two to three months is then now they told me had to pay again “access fee” for the new device as they found out that the device can’t be repaired no more. Having to go for 3 months without a phone was so frustrating and stressful. I finally got the device after such a hassle recently now in March.2024. This has been a bad experience seriously.