MTN Insurance no answer, no reply

I logged a claim with MTN on the 9th of November 2015 to have my phone repaired. the collection for my device was scheduled for the following Monday 16 November. the phone was never collected. i phoned a few days later to find out what is going on, just to be told they don't have a loan phone available for me. poor excuse. and they just didn't bother to inform me that they will not be collecting the device. they informed me that they will let me know within a week regarding the loan phone and collection of my device. obviously this did not happen. i have been trying to phone the Insurance department since, just to never be answered. this is costing me more money every time i call to be put on hold than it would have to just have my phone repaired at my own cost. this is disgusting service. i pay my insurance every month for what?? i pay my bill on time every month for what?? to receive this kind of \Service"back! i expect this to be resolved immediately! the *** """