MTN INSURANCE CLAIM

My claim was lodged end Nov 2015. My iphone 6 was only collected 29 Dec as MTN had no loan phone to give me so I have to wait a month. They gave me an iPhone 5 loan phone. It is now 5 weeks later and I still dont have my phone back. Cracked screen thats all! iFix do it in 2 hours! I have currently been holding on the call centre line for over 40 mins, no answer, same yesterday. MTN customer service is shocking. Not one of my emails has been answered. When i last spoke to an agent over a week ago, my phone was still with the courier! Hadnt even reached the 'repair'/ phone swop centre yet !!!!? Unacceptable when we are told 2-3 weeks repair time. Ive been told they arent repairing my phone, they are giving me a refurbished phone as there is no repair centre in SA? Do you even have stock? No communication, not impressed, and I want to know where my phone is! To add, my loan phone isnt insured and I am liable for the full cost of repair/replacement should it get damaged? Its a loan phone for an insurance company, how can I be liable for damage whilst I have the phone when my phone (thats insured) is in for repair, 5 weeks and still waiting' ..