MTN Insurance Pathetic service

I lodged a claim on a damaged phone on Monday the 13th of July and tit was only collected on the 8th day which was the 21st.This would not have happened had I not offered to deliver it to the courier who only offered to pick it up on the 8th day.How is that possible that it takes a full week to process and pick up a device?The service is terrible and for some reason we are being forced to put up with this nonsesnse.We have a service provider that does not understand the importance of a mobile phone in 2020....Apparently there are no standard turn around times between lodging a claim and delivery of a repaired device,is that normal?