bad service/Lack of communication

On the 12th October my iphone6 device was collected for repairs, and I do not have a spare cellphone which I was not an issue as I was told it was going to take 5 working days, On the 15th October I sent Abongile an email do to a follow up on my claim, and there was no reply. On the 16th October I called their office and I was transferred to claims admin and spoke to Ismaeel only then I was told to pay access of R150 then my phone can be sent for repairs which I knew about paying R150. as it is on the contract I signed when I started joining them, the pathetic service I received from Nelisiwe was so inconsiderate the only thing she said on the phone was she receives a lot of emails and she was sorry clearly she is not doing her job, if she was I would have known that my fone is still with them and not sent for repairs because they are waiting for a R150 first then they can send it. I have paid the money and even attached a proof of payment to Ismaeel whom he also went silence after I have sent him an email. I called them again on the 19th October for another follow up, and I was told to wait for another 3 days. I am leaving this insurance.