MTN INSURANCE DOES NOT KNOW WHERE MY PHONE IS

I submitted a cellphone insurance claim around the 15 MAY 2024 , received an email stating claim approved and I have to pay an excess. excess was paid on the 20/05/2024 and proof of payment was sent to MTN . I kept calling MTN to find out what was the next next and they just took their time responding .My phone was only collect on the 05/06/2024 after 11 working days of waiting . I called MTN device insurance department to find out how far my claim is and I am not getting any proper feedback , emails have been sent and no one is responding . The consultants cannot confirm whether the phone was received by the repair center on not , yet give me a turn around time of 7 - 14 working days for the phone to be fixed once it gets to the repair center. at the moment there is no turn around time as they don't know where my phone is and have to investigate . It 16 working days since have submitted the claim and have no assurance if my phone is being fixed or If I will ever get it back.