Failure to deliver paid service

I have had a business contract with MTN for the past 4 years. Got an upgrade August 2024 and within 2 months the phone, which is insured, has been giving me problems and has been unusable since the second month of having it. I remembered I have insurance and l initiated a claim through MTN provided insurance early March, the insurers "courier company" has allegedly been getting my home address wrong for the past 3 months trying to collect the device. No call from MTN, no follow through and each time I follow up its the same poor excuse of the courier company getting the pick-up address wrong. It's very frustrating, I am considering canceling the debit order.