Service promises but no delivery

I entered into a cell phone contract with MTN SA on 30 June 2020 including insurance for my handset. My cell phone screen was damaged during a freak accident earlier in this year. I notified MTN and completed the necessary documentation for the claim. I was informed that my claim was successful. I paid the required excess fee of R849-95. MTN informed me that they will replace my phone instead of only replacing the screen of my handset. I was subsequently informed that I had to surrender my old handset before a new phone can be issued. I informed them that it was not possible since I do not have an additional phone to make and receive calls during the interim period. There are also 76.1 GB of important data which needs to be transferred to the new phone. I live on a farm and my phone is an important instrument in conducting the business of the farm. On 29 May 2023 I was informed via SMS that my claim has been suspended and subsequently that they cannot provide me with a loan phone, although that was not my initial request. I believe the solution is very simple. I want MTN to reinstitute my suspended claim. Furthermore, I am prepared to surrender my old cell phone and request that a new cell phone be issued simultaneously and that MTN assist me to transfer the 76.1 GB of data to my new cell phone. I do not understand why MTN does not comprehend the challenge I find myself in. I signed a single contract but I have come to realise that MTN wants to divorce themselves from their insurance division. That is completely unacceptable and I would like this matter to be investigated and resolved.