Failure to complete an approved claim - MTN Insurance

I am a business owner and this means I need an operational phone to be able to carry out my work and to get new work. I booked my phone in for repairs over 5 weeks ago yet they have not yet collected the phone to get this repair under way. I am thus in the situation where I am unable to get work efficiently done throughout the day, like invoicing and can now only do this at the office, as my girlfriend's loan phone is not smart enough for the apps I require to manage my business.

This is negatively affecting my business on all fronts and I have spent many hours on the phone with MTN insurance and they have finally assured me the claim has gone through and been approved for repairs yet they have not collected the device as promised, nor will they allow me to drop off the device at the repair center.

I want this sorted within a week - 5 weeks is unacceptable and is costing me work. If this is any longer I require a loan device that is good enough to run my business from.