Bad service

Good day, my boyfriends phone(iPhone 6 plus), which is on my name got damaged and we handed it in at Worraker street in port Elizabeth to either get repaired or replaced. We were told that there would be a turnaround time of about 5 days, it's been almost three weeks and we still have not received any indication as to what's going on. When we called the repair center they said Mtn insurance had not approved the claim and that I would have to call them to get an answer, so I did, not knowing I would hold for hours and not get a response. I even tried emailing and still nothing, this has been the worst insurance claim experience ever, because now we will be paying for a phone that my boyfriend is not even using. All I want to know is how much longer do we have to wait to get what we've been paying for? Why hasn't the claim been approved? I'm a very unhappy customer at the moment and hope that now I will get some feedback and good news from Mtn for a change.