Such a bad and poor service at MTN INSURANCE

I regret ever using MTN in my life, this is the 4th complain I have laid against this network and I take this doesn't bother them at all, their insurance department is the worst. they know the day of debit. I claimed my damaged cell phone on the 14 of December at the MTN branch the call was logged and I was promised that MTN insurance will come and collect my phone for repairs which they did but to my surprise I called mtn repairs to check how far they are with my phone I was told I have to pay 2000 rand because the insurance haven't respond to my claim its been 3 weeks now, I tried calling billing department, the branch, MTN switch board but no one is able to assist and MTN insurance call centre I have called 1000 times but I cant go through... is this a kind of customer service MTN is offering its customers? I don't have a phone but on the 25th the money will be debited, am very angry with their service, but once I get to finish paying off my phones I will never ever in my life use this network EVER!!!!!