Repairs/ Replace

Took my phone in for repairs as it is insured throught Vodacom, when giving in phone I asked to rather replace the phone because the screen is cracked, the camera cover lens is cracked, battery is swollen, which opened up the casing on the rear and the phone is bent(concave) and through my past experience it will never be straight again because I was told it will only be ready Tuesday. I then went and purchased another phone in the interim period (phone of very weak quality compared to my handset) just for phone calls. I later then recieved an sms stating that there is a backlog and phone will take longer to repair. I know that phone will never be straight again through my past experiences hence why I asked for replacement and also the waiting period is pathetic compared to an ordinary cellphone repair shop who will take max 24hours to repair the phone.

So in a nutshell a person pays for insurance on a monthly basis, then when you have to repair a phone you will pay excess and also have to buy another handset in the interim(low quality) and be incovenienced, if I add up to all the amounts it is best to rather repair at a normal cellphone repair shop as it will be cheaper and less inconvenient. If I am not satisfied will the bent phone after repairs will I have to pay the excess for the work done and just accept it as is and then also wait again and be inconvenienced after waiting already?

How can a small SMME be faster than a multi billion company to repair something?

Why do I pay every month insurance to be inconvenienced when you pay it to avoid unnecessary problems, but when it comes to payment every month I play my part and it gets paid but now you have many problems and stories when I request to rather replace to avoid inconvenience and going back and forth if I am not satisfied?