Mtn insurance Mtn contract

I am writing with a heavy heart because I claimed with my insurance for them to fix my phone I paid the excess fee but still they have not come to collect the phone and it has been 4 months already I have also asked mtn to please help me get my benefits as my mom who her number was supposed to the alternative number is receiving my benefits nd she even lost the Sim card nd is no longer using it, so I'm actually paying for *******