Outsurance just covering for their suppliers

I claimed for household items in October, Outsurance decided that it's better that they buy the claimed items than allowing you to do so like a mature adult. So one of the items is a cooler. In December, 3 day into my leave the box broke which made my trip extremely rough. Once home I logged a call with THEIR supplier to replace the box. Every week I need to follow up and a month and half later after numerous promises from New world I still do not have my new box. Now they changed their "process" and the old box has to be collected first and there are more promises.

09 Feb – The couriers need to collect the old box then I can send the new box (At this point his story changed, please note that) 02 Feb – The stock is coming on Friday you will have it Monday the latest. 25 Jan – There are 2 options will arrive early next week 19 Jan – Have a couple of options will send it shortly 12 Jan – Waiting for my suppliers 06 Jan – We will collect the unit and I will give you some options.

I logged a call with Outsurance asking them to resolve the issue with THEIR supplier and after 3 days all I get is more promises that THEIR supplier will collect the old box, deliver the new box and and and. They didn't even bother to read through the entire history of the mail trail to understand the complete incompetence of THIER supplier!

I need to add a fourth car to my policy and at this point it might be better to just move everything if this is their new normal?