Poor customer service or no service at all

I took out 2 cellphones and insured them with 24hour mobility. i lost the Galaxy note 2 and the insurance replaced it with a Sony T3 in November 2014. In April 2015 the phone just died and i took it to MTN and they advised to contact my insurance. I did and they came and collected the phone from me on the 09/07/15, then a week later the phone was returned and was advised they cannot fix it as it is beyond repair and I will need to contact my insurance. I called and was passed from pillar to post, spoke to 5 different people and eventually to Zandi who told me they did not get a report from the supplier but will get someone from the logistics to call me and sort this out. A week a later nobody has called and I had to use my airtime again to call and find out what is going on and today I spoke to Jabulisiwe who had a nerve to tell me that this is not her problem and the logistics guy is on lunch but she will get him to call me as the insurance is not supposed to replaced my phone but Sony must. Someone needs to take responsibility and contact me and get me a working phone. This phone has been dead since April and both MTN and 24hour mobility are still charging me the monthly premium.