Mtn insurance claim

I recently logged a claim from my mtn insurance,my phone was damaged ,the claim got approved ,paid access ,recieved an sms two days ago that they gonna fetch my device,only to leave me stranded waiting two day with no rely ,tried calling mtn insurance number the agent keeps on dropping the call on me while halfway threw the call ,received a call today from the carrier company,then boom no one come for my device,tried call to check up ,the carrier agent declined my call ,this is very annoyed ,unprofessional and time consuming,I've been paying over 24 months for my insurance,and then they leave me unsatisfied and irritated,I would not recommend taking up santam insurance ,the useless as well as the mtn insurance agents that dropped my calls,I would like to speak to someone in the insurance field that would be able to assist without dropping the call like others