MTN Insurance takes forever to respond to queries.

I submitted an insurance claim query for my phone's broken screen on the 28th of September and it took about 3 weeks for them to get back to me and let me know whether they approve my claim or not. After they got back to me and approved my claim they collected my phone and took it in for repairs, I've been waiting ever since. They also promised me a loan device to use while they repair my phone but I've been waiting for that device for a month now and they're just quite about it. Today is the 9th of November and I have no idea what's happening with my phone, whether its been fixed or not and when I'm going to get it back. I always pay for my contract phone insurance on time, but when I have to claim I have to wait 2-3 months to get what I was promised. This has had a huge impact on my work as I mainly use the broken phone for Instant messaging colleagues and general communication with clients.This is not acceptable!!!