MTN Insurance has kept my phone for themselves

I tried calling MTN Insurance again today (both my husband I) and basically no one knows where my phone is, the supervisors are unavailable to talk to me and I have no idea where I can collect my phone. I know my phone to MTN is nothing compared to their balance sheet but that phone means something to me. It is unfair that we are paying insurance and a contract premium for a device I do NOT possess for the last 6 weeks. It was just a cracked screen and I am extremely hurt by the horrible service I have received. MTN Insurance please can I have my phone back, don't ***** from those who don't have as much as you!