BAD SERVICE

It's been two weeks since I claimed from my insurance about my iPhone 6 I was told it would take five working days until they collect the device from my home, mtn would say a specific day and just would not pitch up, so this means they are blatantly lying to customers. This service is indeed unacceptable especially after I've been a customer for up to 5years and never had problems. How longer do I still need to wait for the insurance to actually do what I pay for each month ? Really unhappy about this service, especially the fact that im paying monthly for a phone that is not even working