MTN INSURANCE

I need serious help with this MTN Insurance its now a month and days since my mtn line has been off, i was not given a loan phone or anything and i do not have an alternative phone accept my land line at work. I filled in a handset insurance claim form on the 29/07/2015 at MTN AT ABSA SQUARE IN NELSPRUIT and it took almost two weeks for MTN insurance to collect my phone, i had to call and make follow ups as to when were they going to pick it otherwise they were going to keep quiet, their excuse was that they dont have loan phones and they said they do not know how long i might have to wait for them to get a loan phone for me, so i told them i need my iphone fixed urgently and they came to pick it and now its three weeks since phone has been taken. i got no feedback till today, i tried calling *** and i cant get through, so i called *** today and i was told that my phone is still not fixed sue to \find my iphone is on"yet i have given them my username and password for my icloud account. I have been with MTN for 11 years"