mtn claims

I put a claim in a mont ago wirh Mtn insurance fir my phone, it fell, and have a black screen. All paper work was send and my claim was approved. I paid my accessed amount and made it a Immediate payment. Ive arrange for puck up on 3-5 March at my work adres, but no reply. I also phoned a couple of times with no luck. I phoned AGAIN on 9 March 2020, I was informed thst they didnt sent my previous email to collections but now I need to go to my place of work so that my device czn be picked up, yet they csnt tell me when and im not near my work this week. I gave my home address - they coudn locate my adres and I manage to arrange pick up at a mtn branch. They should have picked it up today, only to find out, the was (somewere) but didnt collect my phone.

I need my Phone back before the begining of April due to n business trip, and zi cznt get ANY help from mtn!!! If i ask to spesk to a supervisor. They nust drop.the phone in my ear...

I need help ASAP. It cant go on like this, and now Im going to wait 2 weeks + for my phone???????

Need my phone before April