MTN insurance Claim | Poor service

I have never been so disappointed with MTN insurance, my clain was approved but have been waing for almost 3 weeks for a phone delivered. Instead I did receive a call from the insurance offering me a phone with a low value

and no explaining of why things are delaying. I was offered a tracking number with no courier

I have been sending emails for past 3 days and no reply [Ticket ID: 826536]