Unpleasant experience

I'm dissatisfied with Santam insurance under MTN. I have been with them from 2021. submitted my cellphone claim on the 4th of January 2025.To this day I have not received a cellphone .

Was informed that the specific model I'm covered for is unavailable since it is an older model however the suitable replacement they can offer me is iPhone 15 Pro max .

Whenever I call to follow up on when am I getting the new phone, they keep on starting the process from the beginning . apparently nothing is being captured on their system. On the MTN app the claim status is always on Awaiting PO.