Poor Service delivery

My phone broke last Thursday night 03 September i contacted Admyntec MTN Insurance first thing Friday Morning requesting the information to submit my claim. Policy number MTNCC*** response was quite fast from Ntombifuthi khoza that send me the claim forms and requested the claim form to be completed and send back with an copy of my ID. that my claim just commenced no response after that i phoned later to confirm if my documents was received 5 minutes after i phoned i received a email that my documents was received and my claim processed. The excess was paid on Wednesday Morning and the Device was collected around 13:00 the same day. i got an sms saying the device was received when i phoned this morning to find out if there is any information about my phone i was told it is still being assessed and that the turn around time for repairs is up to 14 working days but when i phoned on Wednesday to confirm how long it will take for the device to be repaired i was told 2 to 5 working days i was not told 14 days. i pay for a service i pay my insurance every month but i do not get the service expected. You guys should learn from Pinnacle Marketing about good customer service delivery. This is nothing but poor service why should i phone and email for response i am not dealing with the claim. i am not impressed and i am considering to cancel my insurance with MTN and insuring my device elsewhere.