MTN Insurance serve- WORST ever!!

On the 6th of February 2020, a claim for my ****** phone was sent through to MTN as phone was insured with them, today the 23rd of March,I am still sitting without a phone yet premium has been collected. No-one is giving me an explanation as to what caused the delay. Today I was promised I would finally receive my device- the couriers company called me and told me that they were in an address which I had already stated very clearly that I will no longer be available in, therefore courier has turned back and no-one has since updated my address as they did not bother to call me and ask for updated details. I have tried calling in today and none of the consultants has actually adequately helped me, it's either they make hold on the line for very long until I get disconnected or they hang up. They don't seem very troubled by my issue that I even asked them if they realize how much inconveniences, torture and trouble that have caused me and what they plan to do about. I am still waiting for them to call me back with a resolution as promised. I am totally disgusted with the service and they have really put me in a compromising position.....I just cannot believe that it can ever take this long to replace a simple phone. Not sure how to handle the issue anymore.