horrible service delivery

On 19 June I submitted a damage claim to mtnsp insurance. After not getting any feedback by 8 July with regards to my claim I sent an email to mtn. They responded by saying my claim is still pending and that smartphone plus would contact me to make arrangements to collect the handset to evaluate the damage. To this date no one has contacted me further with the regard and when you phone them they are having one or the other problem. It has now almost been a month to the day that mtn has not been good at delivering a service to me as a paying client. This is really becoming a very big problem for me as I don't pay my insurance on my account every month to be given the run around like this. I would like for mtn to give adherence to this matter and replace the handset as I can't afford to sit without a phone any longer. Hopefully in future I would receive better service from mtn. I am after all paying for a service every month.