MTN will not return my phone

I put a claim to MTN Insurance for my phone's cracked screen in December. The phone was collected end of January. On 10 Feb, I received an e-mail to pay excess because my phone was ready. I paid the excess same day (via EFT) & sent proof. I then enquired about the delivery of my phone a week later & was told to supply them with proof of payment. Since I had e-mailed it directly to them directly, I did not have the proof readily available, so I screen grabbed my bank statement & sent it. I then enquired a day later about the delivery of my phone & then again was asked for proof of payment. I now refuse to entertain any more incompetence from the Insurance side. Since it doesn't seem like I will be getting the phone back, I cannot continue paying for the cellphone i do not have or use as part of my contract with MTN. I will pay for airtime and subscriptions costs but MTN has failed to fulfill the entire contract & it is not fair I be punished for their incompetence. If MTN deducts the full amount with no phone, next month I will be forced to cancel the debit order & pay it in myself, what I rightly owe till they find it ok to listen to me as a customer & resolve this matter.