Worst Srvice , No Assisstance At All

I have a cellphone contact with MTN which I also took insurance for it with MTN . Lost the phone around October and submitted my claim ,paid for access and was promised a new phone would be delivered . December 2019 phone was not delivered was told that due to bad weather and heavy rains the Courier company is having delays . January 2020 still nothing , No one at MTN botheres to call me . Followed up and was told that the courier company got hijacked phones where ****** and they will get back to me regarding getting a new device , even then they never called. No one actually bothers to call l always have to follow up. Consultants are the worst they have ran out of excuses. We are now in Feb still no contact from MTN , l follow up every week and I'm not given a clear response as to when I will get a new device yet money is being deducted from my account every month . When I call MTN it sounds somehow like they are not willing to assist , the issue is with the courier company and it is them now that are reliable in giving me a phone , my problem is with that l do not have a contract with the Courier Company l actually have a contract with MTN ,So therefor communication should be between me and MTN. One of the consultants that l have spoke to from MTN actually wanted to give me the address and contact details of the Courier company so l can ask about my phone , I am being told that Courier company has opened a case and so forth .How long should l wait to get a new Device ??