Waiting on insurance claim for 5 months

We reported a broken mobile device (covered by MTN Insurance) at out nearest MTN branch on 14 October 2015. We were told that a courier will collect the phone from our home within 5 working days, and also promised a loan phone for the duration of fixing our phone. No courier contacted us for collection, we have been back to the branch 3 times, each time the consultant sends an email to a team leader at MTN Insurance. We have phoned the call center 5 times but only to get the answer \we have escalated your query and will be in contact shortly\". We have posted queries on a weekly basis on MTN's Facebook page, the only response they have given is to inbox them. After 5 inbox messages to MTN we finally received a response stating that she has escalated our query. In the meanwhile, we are left without a mobile device, even though all premiums and insurance premiums are still paid timeously monthly. "