Disgusted with MTN Insurance

I got a contract with MTN 2020 July for an iPhone XR, I decided to insure the cellphone to avoid costs if anything happens. Seeing that MTN has cellphone insurance I thought it best to insure with them little did I know that would be the worst mistake. It's 2 weeks since I blocked and put through a claim, not only is there no sense of urgency and the unwillingness to help from the staff, I also feel like I have been throwing my hard earned money down the drain for over a year now. I then decided to go online and check out reviews about this insurance and there's not a single good review about MTN Insurance. I don't know, is this a ****??? I have explained that I used the handset for work purposes and I need to get my handset replaced ASAP but every time I call I feel like I'm calling a government office for free service or an RDP house. I'm really disgusted with MTN, they can't keep doing this, we work hard for this money they so happily deduct from our accounts monthly. The nerve to even send me a statement during this but you're unable to offer the services you want to bill me for???????????????????????????