Disappointed by the service rendered by MTN Insurance

I am seriously disappointed in the service that I have received from MTN insurance. I had insured my cellphone with MTN insurance a few weeks after purchasing my cellphone. They were supper quick at deducting the instalments. But when i finally required their service to have my phone fixed is the process long and painful. To my admission and lack of insurance claims knowledge. I took my phone into the MTN store the 06/06/2018. The consultant then had me fill in a Technical Fault Report on the form I marked that MTN insurance. A week or so later I then received an SMS from the MTN repair centre with a quote I ignored it as I thought it was just a formality to inform me that a quote has been issued. I then received a call from a lady from the MTN repair centre asking me if she must keep my phone at the repair centre until the claim is approved. I then made contact with the store at which I purchased my device, I was then informed to make contact with the MTN insurance. Which I did immediately, but my gosh was I disappointed. I sent through the forms with all the information and explained what I had done wrong to start with. I then received a SMS stating that my claim had been approved a that someone would contact me. I waited for the phone call, I then received an email from the MTN store that my claim was expiring the 17th August, I then called the call centre the same day. I was then informed that I needed to pay an access fee and was sent about 4 or 5 SMS stating that I needed to pay the access fee while on the call with the consultant. I dropped the call and immediately had my mother go to an FNB and deposit the money so that it could reflect. After explain to several consultants via telephone and email that the phone was not in my possession and that it was at the MTN insurance repair centre and what I needed to do next. I was finally advised to ask them to return the phone to me and it would be collected by MTN insurance. After a few more emailing explaining that I needed my phone for work as I was flying out for business, I ended up changing my flight to the Sunday. I have received the phone from MTN repair stores on the 27th already, I am still waiting for it to be collected I am leaving on Sunday. I have been requesting feedback since Monday and at this point I am just fed-up as I will have to go on my business trip with a cellphone that doesn’t have half the capability I require for my work.