Mtn Insurance Poor Service

On 4 August, I spoke to a lady Charne Vass from MTN Smartphoneplus and arranged collection of my broken IPhone for Mtn insurance claim for the 5th August but was then told that they could not give me a loan handset as none are available, I was also told that the waiting period is 2-3 weeks and not 5 working days as previously promised by MTN. I then scheduled for 11 August 2015 as I was promised they would have a loan handset for me. I gave them all information they wanted and today 11 August 2015 when following up on courier collection time I was told by Charne that Smartphoneplus do not have any loan handsets allocated to me and my IPhone will not be collected. Charne can also not give me a date as to when my insurance claim will be seen to as she doesn't know when a loan device will be available. This is now the second time my repair is being delayed and this is poor, poor service. How can you offer a service and then not be able to deliver? And then also hold up the entire insurance claim process? I am truly disappointed and frustrated and would like to know how MTN Insurance is going to remedy this.