Mtn insurance company customer services are a disgrace

I've been struggling with Mtn insurance since September 2021. I had an accident with my phone and completed the application form. The claim was approved and a claim number was given.

I started to phone the call centre on a weekly basis to follow up for there was no aftercare on the claim number that I've received. With numerous calls that were made to follow up a device was delivered by the courier in January 2022.

I've struggled to understand why there was no space for a simcard for the phone that was insured had a simcard slot and they requested via email if the device I had a single or dual SIM card slot.

I've traveled on my own expense to the nearest MTN customer shop were the employee informed me that a sim swap must be done. I didn't had all the required documentation with me so I had to travel again to them to assist me only to find out after the sim swap was done that the device that were delivered to me wasn't compatible and had only a memory card slot?

I was instructed to phone the insurance call centre again. I've phoned them today only to hear that an e-mail must be send with photos taken of the fault to their email address.

I've phoned again after the email was sent and were put on hold just to be cut off again.

I'm sick and tired of this back and forth. They don't wait for their monthly insurance fee.... Why is this the kind of treatment given to their clients? Unacceptable.