MTN insurance delay tactics

I made a complaint in December about MTN insurance. Shortly after they called me to tell me my claim was approved. I was instructed to deposit an excess of 150. I did and forwarded the POP to them. I made sure to request the shop to alsp email the proof of payment too. I was told that they will come fetch the phone. I waited. When I made follow up I was told to forward the ticket number generated after I send the POP via email. Why would they want me to provide them with a ticket number they generated under my name. Well I did send it to them and I was expecting them to come and collect the phone for repairs on the 05th of Feb. This issue has been ongoing since last year October. I have since upgraded and my new device is without insurance because my old device is still on this cover. I cannot cancel the insurance on my old device until they have repaired it.