Why bother with insurance you're not willing to honour?!

I'm extremely unhappy with the 'Insurance cover' SweepSouth offers - you need to partner with alternative intermediary brokers to handle your insurance claims.

For context, the lady that came to clean our house was lovely and thorough. Unfortunately she dragged my custom made dining table across the floor bending 2 of it's legs. I did chat to her about it and told her I'd reach out to insurance because things like this happen and this is why we take out insurance.

It has been over 2 months now and I am still struggling for a resolution of this claim. Surestart asked me for photos and videos of the damage which I sent them and they also asked me to source quotes of tables similar to mine which I did. I know the insurance only covers up to R5000 and unfortunately my dining table is worth more than that. They then said I must get a quote from a repair man to fix the legs. Because of the material and the nature of the damage the table legs are not able to simply be repaired. I communicated this to them and told them I'd get a quote to replicate and replace the custom steel legs. They did not honour this quote and 2 more weeks went by with no communication. I then had to email 2-3 additional times querying if there is any update on my claim. The Surestart representative then emailed me to say he has good news, my claim has been approved for replacement.... They wanted to send me a table from Takealot, this table was valued at R3000 (marked down from R5000). It was also made of lesser value materials to my current damaged dining table. I then spotted that the replacement table they so graciously offered me was not even a dining table - it is a console table, three times smaller than my current dining table! I called the Surestart representative (enraged at this point ) and he told me I sent them a quote for console table in my very first response. I challenged him to show me which quote I shared was a console table, because I knew I had not. His response was oh the pictures look the same so I can see where the confusion comes in. He did not apologize for accusing me of sending the wrong information. I am now back to square one. It's been two months sitting without a functional dining table. After my enraged phone call the Surestart representative asked me to send pictures of the table (again) in it's current space and state of the damage. Who knows what the response will be after another 2 weeks of waiting. Their communication is shockingly slow and I believe whatever Surestart is communicating to the insurer is inaccurate.

Bottom line - if you are going to offer insurance up to the value of R5000 then that should be honoured without this 2 month struggle! I do not want a replacement table, for far less value, which in no way matches my current table. You are not swapping like for like at all. I have provided a quote to restore and replace my damaged table legs (which was less than R5000) and I would just appreciate if that money could be paid into my account so I can get the legs manufactured and carry on with my life.

I do not want to deal with Surestart, acting as a middle man between myself and the insurer, because this process has been drawn out long enough due to their inability to communicate inefficiently!