Mtn insurance not meeting their turn around time

on the 10/02/16 i reported to Mtn in Richards Bay that my phone has been damaged and i wish to log a claim with my insurance @ Mtn. the consultant helping me was very friendly and logged my claim and gave me a reference number . he told me that a Mtn will send a courier to pick up my handset in the next few days. i followed up with 2 visits to the mtn stores in Balito and pavilion and still i have no feedback regarding when my handset is going to be picked up. it has now been almost two weeks and i am extremely irate at paying for a service that works so poorly. how long will i have to go without a handset?!!!.