UNACCEPTABLE SERVICE FROM OUTSURANCE

We had a problem with our television more than 3 weeks ago. Oursurance arranged for someone to fetch the TV and oursurance has absolved themselves from the issue and making us run around with suppliers and manufacturers. If we pay insurance and the TV packs up why is the onus on is to follow up with 3 party service providers. This is unacceptable service. Nobody can give us a date as to when we will get our TV back. Icannot understand why it is out responsto follow up on warranty issues. If that is the case why have insurance?