Poor Level of Service

My phone was ****** so I reported it to Mtn. Now I call the call centre to transfer me to insurance department, i tell them that I would like to claim.i was first told that I don't have insurance with Mtn, when they checked.I found very strange becoz Mtn bills me on a monthly basis for insurance. Now decided to go to Mtn store by revonia, once Mimi check system she saw that I did have so then I completed the forms and left it with Mtn.I was informed that my insurance will contact me. This was on the 16 January 2015. 3days went by and no word from Mtn so I decide to call them. Each time I called insurance they say I'm not insured. So I informed them that I've processed my claim with Mtn,so then they ask for my ref number, tell them I was not given one. So I asked them to check on their system using my id they say they can't do that. So on 24 February I went back to Mtn store to ask for my ref number, Neo could not find it, it took over 8 days just to get ref number . So I call the insurance, and gave them my ref no. I was informed that insurance will contact me by COB, never happened. Called again, was informed they are awaiting feedback to find out which phone is insured.