MTN Insurance ( Guardrisk Insurance Company)

I reported my phone as ****** just before the festive had started. My phone is a contract and it is insured. I’ve went to MTN stores several times to sort out this matter and I paid and Excess fee of R300 to receive a phone. I’ve been waiting for a new phone since the beginning of December and till today my phone has not been delivered!!! I cannot access my banking app or even do my work because everything sent goes to that SIM card which was balcklisted due to theft…. I’m so disappointed… I’ve sent several emails asking them to send my phone. Schools are opening and all the important messages go straight to that SIM card. I don’t even know what to do!! Please help