Slow service

I am not happy with the insurance, I submitted a claim for my device to be collected last week Thursday and paid the excess fee. I called yesterday and for them to tell me that my device will be picked up today. Okay I call again for assistance but no answer from them I've been holding on the line for a while. This is bad for a company and this is what makes customers move to other insurers so we can get better I DO NOT MIND TO PAY FOR BETTER SERVICE BECAUSE THATS WHAT MAKES CUSTOMERS STAY WITHIN THE BUSINESS. PLEASE WOULD YOU MAKE SURE THAT MY DEVICE IS COLLECTED, because if it's taking time to collect the device how long will it take for the device to be fixed. I AM NOT HAPPY 😒