Insurance Company isn’t giving us what we paying for

I have come to the realisation that you guys keep changing insurance companies and it’s affecting us(customers) some time i think 2 months back i claimed and had to suffer before i could get a phone i was sent up and down and on top of that you guys never said a thing to the complaint email i sent,not even a call to ask how it all went,i was paying insurance that was way more than my device but when i had to claim i was told i will only get a CPO,last week the same situation happened to one of my close friends who was paying R500+ for iphone 11 insurance but had to be offered a CPO with some lousy betterment fee,i am beyond disappointed that we both had to cancel insurance as it wasn’t working for us,and that’s risky..I really don’t understand this whole thing,this Smollan is really upsetting customers and y’all have turned a blind eye.