UNprofessional service from MTN SP insurance .

I have a contract with mtn SP insurance .I submmited a claim form which was accepted.Which was about a cracked screen on my phone.<br> My was taken to be book on the 19 November 2014 which is the date on the Techincal fault report papers <br> First of all they were a lot of mistaken regarding my detials.I called them and gave them the correct information.<br> They told me that they will stay in contact on when will i receive my phone back.I called to follow up with them before the december hoildays on when can i expect my phone back .The feedback which i received was that the phone was still at the repair centre.<br> I called them again them again on the 31 of december still asking the same question on when will i expect my phone .I was told that i will receive my phone by the first week of January 2015.<br> I waited and waited to get any call or email as to inform me with regarding my phone.I was not contact by none of the people from the MTN SP insurance which i think its unproffesstional and acceppted.I tried to call the techical departmet on 17 March 2015 as they told me that my phone had not being booked and assess.I need feedback as soon as prossible or am taking this to OMBUDSMAN.