No loaner phone as promised

Hi Everyone,<br> <br> I have a MTN insurance and paying now since 1.5 years and never had an incident. <br> <br> Now I dropped my phone and the screen does not switch on anymore. I've submitted a claim via email and got an immediate auto response back, that \Due to a temporary issue that we are addressing, our current turnaround time is unfortunately up to 5 days, our sincere apologies for the inconvenience\". The turnaround time mentioned on the form is 24hrs!!!<br> <br> So I tried to contact them via phone. Now it is the third time to sort out the issue and to receive the service I pay for. First time I waited 1h!!!! , second time I waited 1.5h!!! in the line and now I'm at 1:01h!!!! and still nobody picking up the phone. <br> Why I'm calling now? -->Because they told me that they don't have the loan phone for me as they have no stock!!!!! What service is that what I'm paying for? This is all lie! No 24h service, no loan phone, nobody picking up the phone!<br> Here is their adverti*****t:<br> \"We understand that your devices has become an extension of you and what's important to you. That is why we offer loan handsets while your damaged phone is in for repair, giving you peace of mind and keeping you connected!\""