Handset Insurance Claim delayed twice

On 4 August, I spoke to a lady Charne Vass from Smartphoneplus and arranged collection of my broken IPhone for Mtn insurance claim for the 5th August but was then told that they could not give me a loan handset as none are available, I was also told that the waiting period is 2-3 weeks and not 5 working days as previously promised by MTN. I then scheduled for 11 August 2015 as I was promised they would have a loan handset for me. I gave them all information they wanted and today 11 August 2015 when following up on courier collection time I was told by Charne that Smartphoneplus do not have any loan handsets allocated to me and my IPhone will not be collected. Charne can also not give me a date as to when my insurance claim will be seen to as she doesn't know when a loan device will be available. This is now the second time my repair is being delayed and this is poor, poor service. How can you offer a service and then not be able to deliver? And then also hold up the entire insurance claim process? I am truly disappointed and frustrated and would like to know how MTN Insurance is going to remedy this.