Useless insurer who doesn't understand TCF

Terrible insurer - I have been paying R350 a month for 3 years. And I am claim free. They asked me for R3k excess to fix my screen after keeping the phone for more than a month, and not contacting me, but rather waiting for me to call them. The agent herself was rude, and didn't seem to understand processes. She said the phone will be fixed within 7 days. I said so I will do an immediate payment, and get the phone next Monday (to is Monday). She said no, it takes 24 hours to go through finance. I said okay, so I will get it on Tuesday- she says no- it take 7 to 14 business day.. and I just cut the call, because what the hell. You guys are greedy, and useless. The Samsung store quoted me 2.5K to fix it, but I must pay a 3k excess??? ****** nonsense.