Mtn insurence failing to process my claim request

I have taken a contract phone with ensurence at MTN. My phone screen is damaged and they requested that i pay access before sending a courier to collect it for repair. I have since paid the access and await them to send a courier for collection. I have almost a month calling them and they are making promises daily that the collection is coming each day i call them. I need help, i have been very petient with them and it doesnt look like i will ever get to be serviced by them