Horrible service

My cellphone is insured by Admyntec through MTN and in november last year i claimed for a screen repair as my phone fell on a pavement in a parking lot. a month later it overheated and switched off. I sent an email stating my story and was sent forms for a new claim. I filled them out and sent them in. I was then told that i needed to get my phone assessed at the nearest MTN store or an approved repair centre to get assessed and send a report to them of the phone. I took my phone to the MTN store i know and they told me not all MTN stores have a repair centre but directed me to an approved repair centre, I took my phone there, my phone was assessed and a report given that i then forwarded to admyntec, then i was told that i needed to send pictures of my phone to show that it was overheating with what i do not know as i did not have a phone. I did not have the phone as it was still at the repair centre while i waited to hear if they will be repairing it through them or not. Then when i mentioned that the repair centre would require money for the assessment of the phone i was told it was for my own bill. I went to fetch the phone. I had to be the one following up with them to hear what is the way forward. I received an email saying i needed to pay about R800 for my the claim and that is when i asked about the assessment fee but did not receive a response. After a weekn of no response i decided to call admyntec and speak to someone, the consultant i spoke to then said to me if the phone was in for repairs in november then its not a new claim but it will fall under the warranty as the phone had 3 month's warranty after repair, i again asked what is the way forward as i sent an email back but did not get a response regarding the assessment fee and that is when i was told it was for my own bill. after a while i was called again to ask if my phone fell as it would explain why it was overheating, i asked this consultant how that is possible as the assessment says my PBA was damaged, would a fall be that bad that it would cause my phone would start overheating, i had never heard such. I asked her to have a technician to call me and explain as she could not answer some of my questions. I received a call from a technician from the repair centre who told me that he would have tell admyntec to have my phone collected so they can assess it and it will be taken from there. It was only after a week again that i received another call... the another to tell me that my phone will be collected. I received an sms to tell me how my phone will be collected that day. My daughter was home so i asked her to cancel her plans and wait as my phone would be collected, it was only collected after 2 weeks from then. I had to now carry my phone in my bag with me so that if we have to change the location of the phone to be collected i had it with me. it sustained a coupled of minor scratches on the screen from being in my bag. Eventually my phone was collected. 2 weeks later i am told my phone's back is lose, my phone has scratches that are deep on the screen and that it was internally damaged as well and this is now a new repair. What they will be repairing i do not know. This has now been 3 and a half months since i have been taken from pillar to post by the very insurance that takes my money every month but would not even bother to communicate with me and i have to run after. I had even escalated this matter to MTN complaints but was referred back to admyntec. I got this insurance through MTN as they are their service provider yet when i bring this matter to them they send me back to the very people that are giving me the run around. In one of the calls i was told that my warranty was coming to an end so the phone needs to be collected, i was taken from pillar to post so that this time can lapse then now i am told my phone is damaged and its a new repair? So the report that talks to the PBA is no longer taken seriosly anymore? I have been honest with them from the get go and even acknowledge the minor scratches, if i had damaged the phone somehow again i would have just laid a claim and said so. Apparently my phone is now charging fine and not overheating anymore that its now with them too so what will they be repairing exactly?

I am livid that they have waisted my time and made me stay without a phone for almost 4 months only to come up with such lame excuses just to pin this on me. As for MTN i am very disappointed as they also do not seem to care based on the reviews i have seen here. Its so unprofessional.