MTN and MTN insurance are probably the worst things you can interact with right now

I wish there was a button to give no star because at this point the service I am getting from MTN and its insurance is deplorable and the 1 star seems like a luxury for such useless bunch.

My phone (which is insured with MTN insurance), stopped working. I took it to the nearest MTN store (N1 City, Cape Town) and I was told they can't perform technical assessment of the phone, which is something required in order for the insurance claim to go through. They told me only 3 stores perform such assessments in Cape Town. One of them being MTN Tygervalley mall(Cape Town). I then went to the said store and dropped the phone off. This is in June 2024. I kept getting calls from MTN insurance asking me to provide them with the assessment report. I told them I do not have the phone anymore. I took it to a store where they were supposed to perform the assessment. When I called the store, they told me the phone had been forwarded to the MTN repair Center and gave me a number to call the center asking them for the assessment report. I called the Center, and they told me the phone is now with some other repair Center, called DRC or Device Repair Center (this time it is no longer with MTN). They proceeded to give me the number for the DRC and said I must call them myself and ask them for the assessment report. I went on to call the repair center which is in Johannesburg, they told me they were unable to help me because I never gave them the phone, it was given to them by MTN. So MTN is their customer, not me. Those were their words. This claim is ongoing since June, we are in October 2024. I don't know who to call anymore. MTN which is supposed to be helping keeps sending me to this repair center, and the repair center keeps sending me back to MTN because they say they can't assist me without the waybill number. Something I do not have but MTN does.

Where do I even begin to address this. I have never seen such blatant disregad for a customer. I am supposed to be their customer. I have been paying my insurance premiums and they still debit my account for this but I am receiving probably the worst service in history of services. Who can help in such situations?

Come on MTN and MTN insurance, YOU CAN DO BETTER THAN THIS!

PATHETIC!