NatWest free mobile phone insurance

Gmerit

I have been a NatWest advantage gold customer for 11 years, and as part of the package I receive "free" mobile phone insurance. I have never had to make a claim on this until recently, when I accidentally damaged my iPhone. I contacted the bank at the very end of June to make a claim and explained that the phone was extensively damaged and was told that I would receive a claims form for a replacement. When the form arrived I filled it in and sent it off with the required proof of purchase for the handset. I then had a phone call from the insurer telling me that my claim had been approved and all I needed to do was pay the excess on the policy, so I did so over the phone. Once the payment had been taken I was informed that it is company policy to repair not replace phones unless they are uneconomical to repair and I would have to send the phone to the companies authorised repair centre. I was told however that if the phone could not be repaired within 5 days a replacement would be sent out to me.
So I sent the phone to the company as requested by the insurer. As it has been 4 working days I decided to track the progress of the repair today via the repair centres website. As I was promised that my phone would be back with me within 5 working days I was shocked to see that the repairs have not been carried out as they are waiting for components for the phone.
I contacted the banks insurance claims line and was told that there was nothing that they could do about this and that I would just have to wait until the repairs have been carried out. When I told the lady on the phone that I would like to speak to somebody more senior as I was shocked by the lack of customer support, I was told that she would have to file a request for a member of management to contact me and that there was no point because that takes up to 5 working day and by then I should have my phone back anyway.

I have to say that after all the years that I have been a loyal customer I am dismayed by the way that NatWest see fit to treat customers. And paying £12.95 a month for a bank account I would have expected more from them in the way of customer service. It is now over a month from the initial claim being made and I still have not received my repaired handset. I now wish that I had just taken the standard account and paid for much cheaper insurance from any of the high street phone stores. At least by now I would have a working phone, and would not be feeling so angry about the total lack of care demonstrated by a major high street bank.

Has anyone else had the same kind of experience? Or is this just a one off that I should let go off rather than change my bank?