MTN Insurance- Can it get really get that bad???

am typing this to you while being on hold with MTN insurance cust care for abt 1 hour 10 minutes, <br> I have been a loyal customer of MTN since 2006! and although there has been long waits on the phone with your customer care it has never bothered me much, but this time I think it has gone too far.<br> <br> I have submitted my claim form on 16th October 2015. It took over a month before even MTN Ins acknowledged my email. This was done after writing complaints on the MTN webpage, hellopeter.com website, walking into greenstone MTN store and asking the managers to send emails ( this was done for 3 days continuously). Finally they call me and tell me they would like to collect my phone, but they don't have a loan set to give me. After much arguments, and another few days they gave me a loan set. While handing over the loan set they asked me to sign a form which says any damage to the phone will cost me the 100% of the phones cost. <br> if the whole point of insur. is to cover you from such expense then why are you charging me ?<br> <br> Anyways, phone was given on 20th and now its 22dec . got an email saying Phone ready for dispatch and when i call Repair centre- they say phone is not FIXED.<br> <br> I am DONE!