MTN Insurance what a disapointemnt

MTN's courier company Smartcell collected my wife phone on the 12th March 2016. They asked that we switch find my iPhone off before taking the phone. After a week of not hearing from MTN Insurance my wife phoned them and they said the phone cannot be repaired and needed to be replaced. I note only the screen was damaged but we could take calls etc. After not hearing from MTN Insurance for another week my wife phoned again and was told the replacement phone was with the couriers and was waiting for release confirmation from MTN Insurance. It is now two weeks later and over a month since the phone was collected and we still have not heard from MTN Insurance and now we can't even get through to them telephonically to find out what is happening. When will we get the replacement phone? Am I going to continue to pay for a phone I no longer own? I feel ******, especially after I convinced my wife to move from Cell C to MTN. How dumb i feel. Please can I get some help!!!