MTN Cell phone insurance non existent

I am a MTN customer on the highest possible contract for a number of years. On Aug 24 2015 I lodged a claim at Menlyn MTN for my Iphone 5 after it got some water on it and was working erratically. Only on 7 Sep did I receive a mail that the claim is in process and that I will be contacted. After following up, I received another mail ONLY ON 12 Oct that the handset will be collected on 23 Oct. On 23 Oct nobody pitched, I tried to follow up on the call nr given, but no one answers the phone, just pre recorded messages, NO SERVICE whatsoever. It's a shame from such a large mobile company. Why have insurance, I never put in a claim before and to then receive such poor service. Then don't offer insurance to customers if you are not prepared to honour the contract or deliver service.