Mtn needs to get shutdown

I don’t know why I need to fight with MTN everytime my daughters cellphone device is giving problems as if I don’t pay the insurance. First the customer care agent who refuses to give her name told me that the charging point of the phone is not covered by insurance to the other agent telling me to submit the claim form to see what they can do. Not once was I called back regarding the claim and I believe it’s well over 14 business days that the claim was processed. Are they deliberately delaying? So I have to pay over R600 or to tell me I haven’t submitted the claim in the time frame of it breaking because this is always the case with MTN.