Mtn insurance claim

It’s not even deserving that 1 start maybe a half would be suitable. I have an insurance and my phone was taken from me at knife point . Everything was done according I opened a case,paid excess fee and all. Still 2 weeks later I have not received a new device instead am told they waiting for iPhone stock and I must call back next day. Everyday am told to call the next day. The service is pathetic honestly. What kind of call Center can’t make outbounds to update customers on issues logged with them? Why other service providers like Vodacom call back customers but they cant? I would t advice anyone to take insurance with MTN cos wow. It’s a struggle to get service you pay for.am disappointed to say the least.