Poor service delivery - Mtn Insurance

I insured my A32 samsung with Mtn Insurance last year. This year the phone go wet in the rain and i sent in a claim on Monday 09 May 2022. Thats when all the drama started. I received a mail telling me i needed to pay in an access fee of 5%. Which i did on the tuesday 10 May received another email saying my phone would be collected in 2 days. My phone was only picked up a whole week later. Nearly 4 weeks went by, then i decided to call again Monday 13 June 2022 spoke to a lady cant remember her name but she said the device cannot be repaired and i needed to pay in another access fee in order to get a new device. She said she would email me but nothing. So i called again on Tuesday 14 spoke to Fortune who explain due to the device be irrepairable they are charging me another access fee of 5 %. Once paid the device will be delivered in 3 to 5 days. Paid the access on Wednesday 15 June 2022. Received a message saying fee was received and confirm address for delivery. No communication received about when the device would be received. Called again Monday 20 June spoke to Akhona who said i should receive my Device by Friday 24 June 2022 and it would be A32 samsung dual sim as its the only phone they have for me. Called today to confirm delivery for tomorrow spoke to Thandeka at 4.35pm she put me on hold for 10 mins. So i dropped the call. Called again at 4.49pm spoke to Vusi then said the device was ordered only today and when asked howcome because his colleague said something else he said he will transfer me and put me back in the queue knowing that the call centre closes at 5pm. MTN insurance can only be contacted or phone call and not via the stores. There is no sense of urgency, service delivery or customer service. I am a long standing customer of Mtn and i have never received such deplorable service before...please if you want to insurance better think twice and do your homework before signing on. Big mistake for Mtn having a department thats lets them down...