Mtn Insurance doesn't deliver

<p>On 18 August my Samsung Note 6 fell and was damaged. I took out insurance with MTN when I upgraded my phone, so I went to the store. The assistent helped me to fill out the forms and put in a claim. He said I should keep the handset with me, because the repair centre will come and pick it up from me. I asked about the loan phone that they so brag about and he said that it would be delivered once they come to pick up the phone. </p> <p> </p> <p>Nothing happened in the following weeks. To try and phone them is useless as they do not answer the phone. After I went to the store in Nelspruit again, the phone was picked up on the 16September. When I asked them about the loan phone, they rep****: You should have asked for one. When I told them I did, no reply.</p> <p> </p> <p>It is 15 October. When I phone MTN insurance they still claim that the handset haven't been handed in yet. I e-mailed them the forms that was signed by me and the couriers that picked up the phone and still haven't heard anything from them. In the mranwhile we still pay our monthly installment. Is this standard service from MTN's insurance?</p>