MTN's thrid party is the worst

I had submitted a claim for the physical damage on my phone in September 2015. I was advised it would be collected on the 19th of October as I required a loan phone on the 19th I wiped my phone waiting for it to be collected come 3pm no one had come I then called Smart phone plus to find out and the most despondent lady told me that they didn't have a loan phone therefore no collection would be made if I had not called I wouldn't have know then on Monday the 9th of November unannounced collection of my phone took place I was left with a loan phone however the loan phone doesn't even work again I called and was told when they have one they will send it again with no sense of urgency I honestly would have kept my physically damaged phone than being so inconvenienced because I use this phone for work. I am so disappointed in this and I cannot wait to leave this insurance company therefore not having to deal with such. to make it worse no one has contacted me regarding the status of my actual phone. I am extremely dissatisfied with both the insurance and the third party