Delays in honouring their service agreement

I recently lodged a claim to repair my Sony Xperia Z3 with the MTN Insurance Department. The Claim was lodged on Sunday 15/11/2015 and a lady phoned me on Monday 16/11/2015 to arrange for the handset to be picked. The Lady handling the courier services took down my details and confirmed that the driver would pick up the phone during 10:00 AM and 16:00 PM on Tuesday 17/11/2015. This was however not the case. I received no communication from the courier on the Tuesday 17/11/2015 which lead to a no show. I phoned the MTN Insurance department in the morning on 18/11/2015 and spoke to the lady handling the courier services who apologised and said she will speak to the courier to come and pick up the phone immediately. This was however not the case as I have received no communication from the courier today. I spent 30 Minutes on the phone from 16:00 PM trying to phone the MTN Insurance Department but I basically wasted my time as I constantly waited for someone to pick up the phone. This is really frustrating and I am not impressed at all with the services that I am getting !!!!!! Why am I paying R160 a month for Insurance for someone who doesn't honour their service agreement.!