Poor insurance claim processing

I sent my phone to MTN to fix the screen and I was told I'd have my phone back within a week. I believed this because I had previously sent my phone in and had it within that time frame. It has been 3 weeks, I still don't have my phone, the worst is that no one is telling me what exactly is going on. I keep getting different stories from the call center agents when I phone in (i.e they have sent the phone to the courier company, they are doing final touch ups, there was another similar phone so there was a mix up). I don't even know if they still have my phone or not, and when they promise to call back they don't. Their service when it comes to insurance claims has dropped drastically, just to get them to book and collect my phone took them almost 3 months. They keep saying we have a different insurance company now hence things are different, well this insurance company and MTN are providing terrible service when I get my phone I'm getting off MTN and that insurance and finding better service providers.