MTN South Africa and their insurer Guard Risk don’t respect their customers

Claimed for my broken phone in October 2022 until this date in 2023 I haven’t received my device back yet am paying contract and insurance. MTN employees at Angelo Shopping centre in Nigel GP are refusing to assist me in phoning their insurance company Guard Risk to establish what’s happening with my claim. They claim they don’t have company phone but using their privately owned phones for business which I know is not true. I just want my device so that I can cancel this insurance and get my own that will respect me and my needs as a client