MTN insurance / repair centre

It has been a train smash from the start! 3 weeks later and phone calls everyday to MTN insurance and repair centre to get my iphone fixed. There is no consistency with the responses from either side. It has been frustrating with the insurance dept, who is actually a big joke. Finally today i get to talk to a person and she forwards me an email to pay R150 excess. But fail to give me a proper reason why it takes 3 weeks to get to this point. Also every department from insurance, repair centre on customer call centre 808 fails to tell me where in my policy with insurance does it state that i will be given a refurbished phone??? i am still unsure when i will get a phone or how longer i must wait. But in the meantime i pay for a phone i don't have. So much for paying insurance who promise (or should) put a customer back in the situation they were in before the accident. I am so fed up with MTN that i cannot wait to cancel my 3 contracts with them!