Phone Repairs With MTN Insurance

hi My phone went in for repairs on the 14th of January 2020 and today is the 20th of February 2020 and i keep calling and i am given the run around. its been over a month and i still dont have my phone. today i call in and i am told that my phone cant be repaired its just a screen and it cant be repaired , before that they told me they cant find my phone they have no record of it. i advised i gave it to the couriers then i am told its not repairable then he lady hangs up on me.