MTN Insurance - Device

Have had insurance through MTN for years for a cell phone device. Phone met with an accident and it was sent in for repairs at the end of February. The device is now going to be sent back for the 5th time as the reported fault after the first return still exists. Trying to speak to anyone at MTN insurance is a nightmare. They either can't hear you or put you on hold for over 10 mins until they just disappear. One cannot even speak to a supervisor/Team Leader.