MTN Insurance ****

I received an Iphone 5s as a birthday gift an its was on a contract and itis insured. Now the phone is has absolutely no physical damage on it however the keypad is faulty and I have lodged a complaint with the isurance in Jan they. Collected my phone in Feb an it is now April an we still do not know what the hell is going on accep that they want us too pay R150 excess fee but when you call nobody can tell you exactly what's going on. You basically call the ***. Just to listen to the dam music an run up your phone bill. MTN is sitting with my iphone an gave me a junk loan phone to use an yet they debit the insurance monthly both me an the consultant from the MTN store don't know what is going on. From the time the complaint was lodged Smart Phone plus messed up everything from lodging the complaint to collection of my phone an now they dam cannot give me answers an make me call everyday yet I get no answers. I want to know where the hell is my phone an what is going on or I will take the matter further