No use for cell phone insurance

I have a contract with MTN and cell phone insurance. My IPhone 6 has been giving me trouble since April, it was sent for repairs and returned and seemed ok. In November the phone started giving me all sorts of problems. I can't make and receive calls, the phone freezes and reboots on its own all the time, the back of the phone gets extremely walm and the battery just lasts about 2/3 hours, I can't close the apps that was open. The phone went for repairs and all they did was replace the screen that's had a crack and said my memory is full that's why the phone is freezing. After having the phone back for 1 day it gave me all the above mentioned problems. I have this phone for 3 years and the second time im claming. What is even is worst is having to call the insurance and hold for 30 minutes. Last week I went back to Mtn who couldn't assit me and said I need to call the insurance and so I did. The consultant said I would get an sms as to when my phone will be collected so that it can go for repairs again....it's been 2 weeks and still no sms or communication from MTN. The sad part is that during this time I had a baby and really needed my phone. Mtn please get your insurance sorted as it sucks BIG TIME! Ps I have requested a new cell phone as well