MTN insurance bad service

I had insured my cellphone for almost 4 years before I lost it. The claims process was quick and easy. My replacement device was supposed to be delivered on 20 Aug 2025 and still has not arrived. The driver said they won't deliver to my location and we should meet at his preferred location which I refused. I have been getting a notification from Courier it every day since the 20th that my device is out for deliver but still haven't received my phone. I contacted MTN insurance twice via call and spoke with Athenkosi and Mandla with no assistance. I further requested a call back on the customer service and sent an email and still have not received assistance with the delivery.