INSURANCE CLAIM NIGHTMARE

I don't understand how Mtn insurance operates, what a poor service!! they promise to give this great service to give you a loan phone and collect the damaged phone but none of that has happened, so i dropped off my phone at the midrand repair centre, they assessed my phone and now tell me that they dont know what to do next, i called insurance and they say they waiting for my phone to be booked but i has been booked for the pass WEEK!!! COME ON NOW, WHAT IS SO HARD FOR THE 2 PARTIES TO COMMUNICATE AND RESOLVE THE ISSUE, I MEAN MTN INSURANCE AND REPAIR ARE UNDER ONE COMPANY RIGHT??????