Mtn insurance claim ref ***

My iPhone screen cracked and I put through an insurance claim in Sept 2015, it took almost 5 months for the Mtn Insurance department to respond and book my phone in, I was told that if I wanted a replacement phone the process would take longer so I opted to not get one. My phone was collected on 15th of Feb 2016 and when I contacted the the call centre they informed me that the phone would need to be replaced and they have submitted the quote to Mtn but have not received a response. On the second week I finally managed to get the number for the high volume repair centre after and according to them, there's still no approval or response from the Mtn insurance department and advised that I contact the insurance department directly to find out what's going on. I spent over an hour on hold and never even got to speak to a consultant, I've sent emails and still no response or update. This is now the 3rd week that without a phone or an update on what's happening.<br> <br> This is the 3rd time I'm having an issue with Mtn and their insurance department. My contract is up for renewal next month and there is no way after this incident that I would stay with Mtn.