Poor Service Regarding My Claim

I submitted a claim with MTN via Gaurdrisk for my damaged headset on 16/11/2015. Received a system generated email, that my claim has been allocated accordingly and that a consultant will be in contact with within the next 48hours however this was not done. I then sent a follow up email to mtn today 24/11/2015 and I was told that they tried contacting me on the 16th however I was not available. Guardrisk then gave me a call to arrange for the collection of my device. They confirmed that they only tried calling me once on the 16/11 at 16:45 and that was it which I found weird they did not even attempt to call back the next day or the following week, let alone leave a voice message for me to call them back. As per my insurance docs im entitled to a loan phone, however I was told that they did not have any available and they were not sure when one would be available, advised that it doesn't even need to be an iphone, I can use any phone provided my sim in compatible, and I was then told that as soon as one is I will get a call, but given that it took them more than 5 working days for them to respond to me actually makes me question their credibility. the service I received sucked.