Poor service from MTN INSURANCE

A month ago I sent in a claim to MTN insurance. I was advised that I could claim R15 000. My cellphone was collected by the courier. I had to pay to R150 for the repair centre to establish whether the device could be repaired. I then received an email to say that it could not be repaired. I had to then pay a further R150 in order for MTN to replace my device. The celphone I had was a Sony Xperia Z1 which was valued at R16 000. I received two emails asking me to accept offers of two Sony cellphones which was R9 000 and R6000 . I declined the offers. I also informed them that Sony cellphones have been discontinued and has left South Africa. All I am requesting from MTN is to replace my device with the same one I had or give me a Huawie or Samsung to the value of R15 000. I have had no luck so far. I have sent numerous emails and made many calls. The supervisor is never available. I am a client of MTN for close to 20 years and I am utterly disgusted at the poor service I am getting. I really hope that this matter will be resolved and tat I can be a happy and satisfied client