Bad service received from MTN insurance claim

Bad service received through MTN insurance, I booked my phone in for repairs. They sent their Courier IT team for collection, and never gave me feedback interms of how far they are with my device repair. Days later I follow up, only to hear that a laptop was received instead of a phone. No one is taking accountability of my call and I talk to a different agent everytime go through the same process and no tangible feedback. I am haven't received my device or the replacement device.