MTN insuarance

I have a cellphone contract with MTN and I took out Insuarance on my device with MTN as soon as I received my device. I have been paying Insuarance for over a year. 5weeks ago my phone broke and I went to the MTN store in Paarl to report for Accidental damage to my device and claim from the Insuarance. They let me fill out a form that needed to be sent to the Insuarance and I was told that I will be contacted soon. 4weeks later, after I've sent emails and started calling the Insuarance directly, only then I was informed of my access fee amount. I paid the access fee immediately and now it's week5 and no communication from them at all. I still have my broken device in my possession. I was told that the device will be collected at my home address. For the past 5weeks I have been without a phone and I still have to be without a phone when they do decide to come and collect my device until my divice is repaired. I have kids on school and I need to be able to receive communication from school, but its been over a month and I'm still waiting for them to collect my broken device. I am really irritated by their poor service!!!!