Empty Promises and no HELP!

I upgraded my contract with MTN Game last year Oct and i was advised / told to take out the insurance with MTN. I agreed and took the insurance with my upgrade. In September 2015, my iPhone 6+ stopped working as the speaker was faulty and the touch screen on the phone was not functioning at all so i could not use my phone, took the phone to MTN Game klerksdorp where i upgraded my contract. I was told that i should rather log a query with MTN insurance - as it will take to long if the shop sends it in for repairs. After THREE weeks MTN insurance came to pick up the phone and DID NOT HAVE a loan unit available as per the policy. While waiting for MTN Insurance to have a look at the phone, Louisa at MTN Game promised me that if my phone is damaged i will get a new phone!!! Now MTN Insurance phoned and said they cant fix my phone and i will get a refurbished phone?? How on earth does that happen?? What happened to i will get a new phone and why should i get a refurbished phone? This is not fair and why do I pay R3000 a month to MTN and this is the service i get? And they promise to phone back and come back .....THEY dont phone back and they dont help!!!