Poor service

I am not happy with this company lack of empathy and bad service to their clients, I took a phone at Mtn and they told me about this insurance so I took the insurance never gave them any problems paid the phone and insurance every month, now that it's their time to prove to me that they where worthy they are lacking I lost my phone a month ago due to ******* made a claim Mtn sent all documents to them (worldwide Administration Services) I paid the access fee as they asked me I kept calling them to check on my device so now they device I insured or rather I had was an IPhone 7 which is the one I lost, they tell me a month after that they are offering me Samsung p something, cool I accept then again they tell me that phone which they offered me is no longer available this is now after I called in again to ask how far they are,, so again they offered me Huawei told them no I can't take Huawei from IPhone 7 so I spoke to Jabulile Rankholo very polite lady but she told me that she will dispute the phone offered and they will get back to me so now 2 days later I'm calling again to ask Mamello is picking up the call telling me that an email was sent to the management so they still waiting,, my triggered furiosity now comes from the fact that I have waited almost 2 months now with no phone paid them everything so now my question is why did they offer me a phone which they don't have at the first time why did they ask for an access fee when they know they have no phones, I'm not happy at all I'm missing out on a lot cz I don't have a phone why must I wait 2 months or more to get a phone from them their service is disorganized and I label it poor