Whats the use of having Insurance?

I made a claim to the MTN insurance December 2019. They delayed to collect my device for weeks. I had to call to insist they collect it as it has been weeks since i submitted my claim. I received my device back in mid Feb 2020. Only to find that the device is still faulty. I called them (17/02/2020 which is the day of which id agreed be available to receive the device) when i started experiencing the same issues again, Again today(05/03/2020) i had to call to tell them yet again remind them that my device is still faulty it didn't miraculously get itself fixed . What frustrates me is that in today's conversation it seems like the consultant i spoke in the call on 17th to **** to me as they said that they would log-in that my phone should be collect and there is no record of it.