Mtn & Iphone - Bad Service

On the 5th of March 2015, My Iphone 6 fell out of my pocket and the screen cracked. After phoning the MTN call centre they advised I should go to MTN Keywest and complete an Insurance claim form and it will be processed on the 11th March 2015, I visited the Keywest MTN and completed the necessary Insurance Claim Forms, I even received a Reference with number ***. After numerous calls MTN advised that Iphone will collect the phone from me with a courier and will hand me a lend phone. Today is 1 month and 2 days later of which I have reported this incident. I still had NO update or communication regarding this matter. Paying your monthly bill and Insurance, I feel that MTN could do more than poinint fingers to IPHone - as most Service Providers will book in the device and process the claim and make sure that the device is either repaired or Replaced. I do not know who is at fault - Iphone or Mtn? but as a Consumer paying his monthly bill and insurance this is unacceptable!!! I am trying to use this phone but the screen protector keeps the little pieces of glass together. I sincerely do hope that this complaint would be the last and my situation sorted....