MTN Insurance Hell 2022

MTN insurance is becoming a nightmare by day. I have registered a claim for a broken phone on the 06th of January 2022. The phone was collected and fixed Upon arrival (on the 1st of Feb 2022): The screen of the phone just fell off the phone The Phone had scratches and looked older and dirtier than when I gave it to them. I gave them the phone back again (on the 3rd of Feb 2022)so that they can fix it – until today no one knows where is the phone and I can’t get a status of where the phone is. I’m being taken from polar to post with no answer. MTN Insurance call Centre agents don’t know what to tell me because the 3rd party company (doing repairs) know nothing about the phone, I am told to wait endlessly, without ETA. The MTN Insurance can't replace the phone cause the repair Centre can't give them the go-ahead to replace the phone with a new one (Because they don't know where the phone is). MTN hires third party companies that they don't monitor. How do you let a third party to work without a clear SLA? If a Phone is not fixed and returned to a client in 2 weeks we will fine you and the client automatically must be given another device. In this Instance if no one knows where is my phone, the repair company will not take out the replacement status, and the MTN Insurance will wait(for feedback from repair company), n Ill wait endlessly (for MTN to get a feedback from repair company).