Insurance Claim with MTN

I have insured my phone (Huawei P10) with MTN and submitted a claim on the 23/12 for water damage and my claim was approved on 27/12 advising that i need to pay an excess which i did. I then got a call from a consultant who advised that my device will be replaced and that i will receive a P20 Pro as the P10 is not in stock and isnt made anymore. On the 3/01 i receive a call stating that the old device will be collected and will be now taken in for repairs. Why was this not done from the beginning? Apparently the consultant made a mistake and the device will not be replaced but repaired...this error has wasted my time because i still do not have a phone. MTN also doesn't have a turn around time as to when the device will be returned to me.