Horrible service from Admyntec

I logged a claim with MTN insurance on the 5th March 2025, I also emailed my documents (ID and pictures of the damages on the same day). On the 6th March I followed up via WhatsApp and they requested my ID copy again which I sent. I was then told the assessors are busy with the claim. On the 10th March I finally got a response that the claim was approved and given details to pay the excess (isn't this process supposed to take 48 hours?). Anyway, I had been on holiday at the time and wouldn't have been around for the device collection so I only paid the 26th March. On the 27th March the payment was acknowledged and collection address was requested. I provided all of the required information including the password to my device. On the 28th I received another emailed requesting my password/passcode. Of which I mentioned was included in the previous email. On the 29th I was told collection had been requested and that I'd be contacted by the courier. I then received a call to confirm my address on the 1st April and was told collection had been scheduled for the 2nd or 3rd, and that the courier would confirm. The device was not collected on the 2nd, morning of the 3rd I had still not received confirmation from the courier so I followed up with MTN. The courier just showed up without confirmation on the 3rd April and I handed over the device. MTN only responded to my query regarding the confirmation of collection on the 4th and told me that collection had been scheduled for the 4th. I informed them that the device had been collected the previous day. After this I received an SMS saying 'device collected'. The MTN App had been showing that my device was in repairs since 1 April (before the device was even collected) while when checking the same on the website it showed that it was awaiting repairs, so unsure about the status I kept following up via WhatsApp and kept receiving a standard update saying the device was in the process of being repaired and this would take 7-14 business days depending on pards, etc. This is a cracked screen, the process has been going on for such a long time that at this point I don't even know when I'll get my phone back. I took out insurance for convenience and this process is definitely an inconvenience. When will my phone be returned? Especially with the long weekend coming up? I need my phone back THIS WEEK! At this point I'm shopping for a new insurance because Admyntec doesn't seem to know what they're doing. There is no clear communication, WhatsApp chat feels like talking to a bot (it's buggy and if directed to a 'Live agent ' you'll only receive feedback after hours!