Unpleasant phone insurance claim experience

Hello,

I logged a call for my damaged phone to be collected beginning of June, 02 June 2021 to be exact. The driver and I missed one another twice and agreed on another date and time. However, he never pitched. After four days I made a follow-up with MTN Claims and was told that they would query it with logistics. I never got feedback and I had to follow-up again. I was told that the courier could not get a hold of me; no apology for the delay or no communication. I then asked that my phone be fetched from a different address as I was no longer at the address which we had agreed on. No response. I followed up again to no response. I then called, livid, and spoke to a gentleman who revealed that the system had not been updated. He promised that he had spoken to the couriers and that my phone would be collected 18 June before 11. That did not happen. I had to call in AGAIN and find out what was happening. I asked that my query be escalated to the Escalation Manager and she revealed that the address had not been updated STILL.

We made arrangements for Monday 21 June, as she could not get a hold of the courier guy to find out what was the hold-up.

On my way to work, I got a call from the courier guy, who said he was at the old address to collect my phone! I do not understand what is happening with the claims department but this has been an extremely frustrating and unpleasant experience.

PLEASE HELP.