Pathetic service by MTN Insurance.

So my phone broke a couple of weeks ago & I submitted a claim form; my phone was picked up and I got it back within a few days. Phone comes back with new screens both back and front; 3 days later touch screen doesn't work; even face ID does not work. so the iPhone locks itself and I have to re-set it as a new phone but I cannot do that because it won't switch off due to the screen not working. I take it to the istore and they tell me that MTN probably used Generic parts to fix my phone hence the problem. I call MTN insurance and they say they will send a courier to come and collect the phone which they dont; I call myself the following day and they tell me that my address was incomplete as there was no postal code :-( they have my number why ddnt they call?? I ask when the phone will be picked up and they tell me in the next 2-3 days :-( what is the point of paying for insurance if they are going to put generic parts on my phone and then be inconvenienced by not having a phone for a whole 2 weeks instead of just giving me a new phone?? i have not claimed in 3 years and we pay insurance so that when something goes wrong we can have another device immediately. I'm beyond annoyed :-(