MTN Claims poor service

I took a smart phone device insurance with MTN almost 3 years ago. My device got lost three weeks ago and I submitted a claim with MTN Claims department. They sent me a new device, only to find out that it doesnt switch on and it's not even charging. They took it back a week ago, now it's a week already and they have not given me a new device.

That is not acceptable, the device was supposed to be taken for assessment before it was sent to me. Now that they discovered that they sent a client a device that is faulty or not working then it's only then that they want to test or assess it?

I totally disagree.

Send me the new working device and please test that it works before sending it to me then go ahead and do their assessments on the one that doesn't work.