MTN - Samsung Z3 Flip Insurance

I had my Samsung Z3 flip phone for just over a month. My screen just burst on flip side and phone is not usable. I contacted MTN a week ago regarding the insurance on this device. I was send to a store. Got to the store and they told me that I log a complaint through the call centre. I filled in the forms and still waiting on a response. I use my phone for business activity and as days passes without a phone I'm losing income. This phone will do it again and again - but MTN said I can not change my device on contract.