Poor Service from MTN Insurance

I’ve insured my cellphone with MTN cellphone and have been paying for 22 months, and have never been late with my payments. I broke my phone screen on the 7th of April and submitted my claim on the same day, I only got an email of the claim forms two weeks later, I submitted the claim forms and sent them back, I also submitted the access money that I was supposed to pay and have since been waiting for collection of the phone. Every time I call to find out what is going on I am given different stories and am sent from pillar to post. I’ve called, emailed and they are not helping to my satisfaction. My contract is about to end and the expiry of the the claim is in the 7th of April, I feel like they are dragging my feet because they want to push that the expiration date of the claim and my contract with them reaches and they won’t help me. This is really disappointing.