OMART Insurance Do not take thier device insurance its a waist of your time and money

How long can it take so make a assesment on a broken screen and get a excess amount . My device has been with them since the 29th of January every tim i call no 7 to 14 days and the matter will be escalated with no progress or communication just me waiting 2 to 3 days the calling to get the same answer .There is no issues to take my money every month . I think its time for some legal advice im prity sure that this is in violation of cpa act and some insurance ombudsman and thinking of that if Old mutual can not mannage a small thing like device insurance i think its time to move my annuity investment i cannot trust a company with my retirement ! I do not whant to pay most of my life for something and one day when im supposed to take it slow be given the same run around !