Nightmare of an insurance - use any other insurance but MTN (WORST SERVICE EVER)!!!!!

I have been a loyal customer to mtn, I have never missed a payment for my cellphone contract and my insurance cover.

My screen cracked on the 2nd of November, I sent in a claim on the 4th of November and submitted all the documents required with the Claim

I called on Thursday on the 7th of November to get feedback on the status my claim and one of the agents told me that the documents I sent were not even uploaded to the claim request so in simple terms there was no claim request processed

I called on Monday on the 11th of November, only then did the agent send my claim for authorization after being put on hold for 30 minutes. I was told to call after 48 hours the claim would be authorized by then.

I called on Friday on the 15th of November to check, and only then the agent got someone to approve and authorize my claim. I had to call several times on this day and spoke to a few agents for them to actually send me the excess fee amount and banking details, which I paid on the very same day.

I called on Monday on the 19th of November to check on the status of the collection of the device and the agent doesn't know anything

This is supposedly a process that has to take up to five days as per one of the agents but it took 10 days for my claim to be approved with me calling and following up and being put on hold for over 30 minutes several times. This process has been a nightmare. MTN is a nightmare!!!!!