Pathetic service from MTN Insurance

What a terrible time I have had dealing with MTN insurance. On their website it states, and i quote: "If your smartphone is lost or ******, you'll get a replacement device sent to your address or to the nearest MTN Store within 24 hours", yet I have been busy with this claim for more than a week, submitting documents within in the minute of it being requested. I paid excess on Monday to be told this morning my phone had not even been collected by the courier and I'd have to wait an additional 3-5 working days for delivery meanwhile, I am stuck without a phone which has been hampering my communication. Do not make promises on a website you cannot delivery, it is absolutely pathetic while clients always pay their accounts on time. The staff is also absolutely robotic and have 0 customer service or empathy for customers, pretty much offering no solutions to clients, all they literally ask when you complain is, is there anything else I can do for you which is so dismissive. This may not be taken seriously but since the underwriter has changed, this insurance has become rather pathetic and slow.