insurence not helping

I bought a contract with insurance, and six months down the line the phone screen went blank. I returned it to the shop and it came back after three weeks, then within a month it went blank again and I claimed it on insurance. They collected it without giving me a loan phone. They had it for almost 2 months with no communication, when I called them they told me it was ready and they couriered it back to me 2 days later. The first time I tried to charge it I noticed that it was not charging (although it has the charge symbol on the battery icon). I called them and they told me to fill out another claim form which I done immediately. Three weeks later they contacted me to process the claim and told me they don't have any loan phones for the LG model. I need a phone and it stipulates in the contract that a loan phone WILL be provided. Please help me MTN.