MTN/SANTAM INSURANCE POOR SERVICE

I have an ALL Risk policy with MTN/Santam. My phone was accidentally damaged to what looked like beyond salvaging i reported this in June 2024, It tooks weeks for them to collect it, eventually they tell me it is being repaired and will be delivered soon(another few weeks pass). They then deliver me a purple phone my phone was black. While this may be suitable for some as a male i dont want a purple glitter phone please repair my phone don't send me a reconditioned purple phone. i send this back saying this was not my phone another few weeks pass and i am told they are sourcing parts. What is going on???? in this time i am meant to still pay my full contract price and insurance yet i am not benefitting at all. If my phone cannot be repaired in +/-3 months WHY is it not being replaced??? Is this not what i was paying insurance for???? how much longer will insurance take your money and when there is a claim mess you around???? i have to make mention the MTN consultant has been extremely polite and helpful. However he has to always revert to insurance for answers.