Mtn insurance a total disappointment

I must say I am very disappointed and frustrated with Mtn insurance. I submitted my claim documents on 16 jan 2021 and it was approved on 18 Jan 2021. I was requested to pay an access fee, which I did exactly that and emailed my proof of payment on 22 January 2021. I was informed that the device will be collected on 26 jan 2021 for repairs. I waited and waited and no one followed up. On 29 Jan I sent a follow up email, and after not receiving any response I called again on 1 Feb 2021. Consultant could not give me an explanation as to why the devise was not collected on 26 jan 2021 but informed me that it will be collected on 2nd feb 2021. On 2nd feb 2021 at 3pm I followed up as it was getting late and was still assured that it will be collected as they work til 5pm. It is almost a month since the submission of my claim and till date my device has not been collected, the damage is getting worse and very frustrating to use. I never miss a payment and for Mtn insurance to give me a run around like this is very upsetting.