MTN mobile insurance

I lost my cellphone on the 5th of December 2023.i submitted my claim form on the 8th of December 2023 my claim was approved and i was informed they need a delivery address for my device. I spoke to different agents telephonically who confirmed that they have updated my address to mtn store Thohoyandou as i requested and all that i need to do is wait for my tracking number. I received an email on the 21 of December 2023 from Mondli *** requesting for the contact of the store consultant who will sign for my device. few minutes later i received an email from Siyabonga *** who wanted the reason of change of address which i did include on the email i sent to them that i am currently on holidays and back home. The frustration is that whenever i call to enquire about the progress of the delivery of the device im told different stories. Some agents will advise that they are still waiting for authorisation for change of address, some will say they need the contact details which to my surprise this information was already provided to them. The agents will put you on hold for more than 20 minutes just to inform you that there is still no feedback which makes you wonder does it take that long to advice of such? i called again yesterday 28 December 2023, the agent i spoke to advised that my change of address was rejected because its different from what indicated on the claim form, however an email was sent to mtn on the 19 regarding the change of address and the reason, she advised me that she has resent it for authorization once approved ,i must just wait for my device. i called mtn insurance today to make a follow-up regarding the authorisation of the new address I spoke to Boitumelo who placed me on hold for more than 20 minutes to inform me that the reason why my authorization is been delayed its because they want my home delivery address as they can’t delivery at the store due to their polices, at this point Im honestly frustrated I don’t know what to believe anymore. I spoke to more than 5 people using my own airtime and this was never brought to my attention. Honestly, I feel that this people are ***********, I thought this is a business but I’m starting to believe that this is a circus. I just need my phone.