Ripping me off

I submitted my claim with MTN. My phone back cover is coming off and I am worried that the battery might be swelling.The courier collected my phone.

SINCE THEN!!!

I called, they said based on the status my phone is un repairable but they will call me back.

I called the next day and next day. No feedback. I called today and they have a TOTAL different story to what I was told.

Is MTN giving me a broken phone because they do not want to replace it? what is the use of paying for an insurance if I am going to get **********.

I know my phone is messed, it is an old phone. where is the truth, intergrity and honesty in this situation?