Claim Process- Not Good for loyal clients

I have been an Outsurance client for the past 5 years and I have both my wifes and my vehicle insurance with them together with household contents insurance . I also have both my wifes and my cell phone insurance with them. I have had my cell phone for the past 5 years and last year I accidently dropped it . The front and back screens were cracked but the phone was still useable. However as time has gone by pieces of the screen began breaking off and the signal on the phone became poor and now almost every call , the person on the other side is unable to hear me , even when switching to loud speaker. Today , my phone screen has become completely unreadable and therefore decided to call outsurance to place a claim so I can get a new phone. Th consultant that was assisting me advised that a company will call me to come collect the phone to be assessed and thereafter make a decision on whether to repair or replace the phone. I am not happy with this as the phone is completely damaged and is not working. I can even send pictures to Outsurance to show the current state of the phone. This is totally unacceptable as I must suffer without a phone . Plus, so many of family members and friends has requested that I change my insurance as they had their phones were replaced for minor damages at other competitor insurance companies. I am therefore lodging this complaint and if Outsurance is unable to assist me , then I will cancel my claim and cancel my insurance on both phones and go to their competitors where I can be assisted . Maybe at the same time transfer all insurance to their competitors.