Pathetic MTN Insurance Department!

I have had the most dreadful experience with MTN Insurance! I submitted a claim for my device on 13 January 2020 and cited cracked screen, charging problem and distortion of the mic in videos. They collected my phone on the 3rd of February only (after numerous calls from me to the call centre asking when collection would happen). They then returned my phone on 18 February supposedly repaired, only immediately when i tried to charge it, I noticed that the charging problem was not fixed, I then also discovered that the mic was not repaired either. Only one of the three problems were actually resolved (i.e. the cracked screen). I called them to let them know and they arranged for re-collection. It was then collected again on the 26 February. They let me know that my phone was repaired and would be delivered on 5/6 March, after I followed up when it did not arrive they didn't know why it hadn't arrived, eventually tracked it down and I got it back again today (16 March), only once again to discover that it was not repaired, the device does still not charge properly and keeps disconnecting. I've now insisted that they replace my device or pay me out for the insured value. However, I have been told I have to wait for authorisation before it can be done. It has now been over 2months of dealing with MTN Insurance and I am livid!