Disappointed on MTN insurance - Worst Service Ever

Disappointed on MTN insurance I am so disappointed in MTN insurance. the service I got from them this time I would definatetly regard as the worst ever. I submitted a claim for my Damaged Cellphone on the 17 December 2019. I was told on 09/01/2020 after numerous follow up calls thats my phone is beyond repair and will be replaced. I was told that the device has been ordered and delivery will be 3-5 working days and even recieved and email. I followed up again on the 17/01/2020 because I have not yet recieved my phone or a phonce call regarding it and I was told the extact same thing this I was told on the 09/01/2020 that my phone is beyond repair and that a new device had been ordered. After numberous calls that day with many different people and asking to be put through to a Supervisor or manager I was told that they are and will be busy whole day and unable to take any calls. The attitude and service I got from some of the consultants was rather very disturbing and got hung up on aswell. After many attempts and frustration i was informed that they trying to get hold of the repair store/workshop to obtain a letter from them so that they can process the order and delivery. I was advised to follow up on Monday (20/01/2020) which i did and again i was told no luck with the repair store nobody is picking up the calls. I was advised to call again today 21/01/2020 which i did and was told exact same thing as the previsous day. i was put on hold as they attempted to call the repair workshop again with no luck. My frustration comes in that I am paying for a service I am not getting,. The whole point of insurance is that you are covered incase of unforseen circumstances. I am sitting a whole month without a proper phone, I am using a borrowed phone with limited capabilities for over a month and is such an inconvience and MTN insurance is making no attempt to assist me in anyway. My question is what do i do, as I tried to escalate this but still nothing is getting done. I want to complain by the Ombudsman aswell because this kind of customer service is totally unacceptable to any client. How long do i still have to stay without a phone?