MTN Insurance- Phone lost

I submitted a claim with MTN Insurance, on the 27th October I received a sms saying that the repair process for my device had started. On the 3rd of November I received another sms saying that the couriers had my device and it was on it's way. A few days passed then I started to call MTN Insurance. Every time I call I get a different reason or response to "where is my phone?". I called on Saturday and I was told that the couriers said that my phone will be delivered on Tuesday, now I'm told that they don't know where my device is and the courier doesn't have the phone. I need my phone for work, I don't have time for this back and forth.