Insurance claim - Taking forever to replace handset

I submitted my claim to MTN Insure on the 22 Aug 2017, and on the 24 Aug 2017 paid and sent proof of payment for my excess. I was offered a different cellphone as mine was out of the market and was told it would be ordered on the 29th Aug 2017 and delivered between 1 - 5 days. Today is 04 Sept 2017 and still no delivery. I had to call the claims department only to be told that the phone option given to me by the logistics department is "out of stock" so I will have to consider getting a different phone which will be ordered today (04 September) and take another 2-5 days to be delivered. I am very angry and dis-pleased with the level of service from MTN Insure - Pinnical Marketing, as I never get called by the consultants to be told about the delay in replacing my handset, i constantly have to be the one calling and being put on hold in order to find out the progress on my claim. Then get told the handset I want is out of stock. I feel that not much is being done to make clients services helpful and convenient and we pay for this service but it is not satisfactory.