MTN Insurance Claim

I have put through a claim to MTN Insurance and it was approved on 30 July 2015, I have then gone to the MTN Store at Menlyn Pretoria where I was told that the phone (iPhone Plus 16 GIG) i was claiming was out of stock and that the only MTN Stores that had the phone was in Cape town. This was the situation until October 2015, at this time they had the phone in stock, but the price had gone up by almost R2000. I was then told I had to pay the difference or contact MTN Insurance for them to update my claim. I have tried to call MTN Insurance many times to only end up with the phone being dropped, which is rude to say the least. The store has also tried to contact them without any success. I emailed them and I only got a response after several weeks asking me for my number, which I gave and since then no further communication. I have left numerous emails but nothing has happened so far.... Please assist