pinnacle marketing don't even care to respond to any claims or complaints

ever since I sent my claim form to pinnacle for ****** phone, they don't even care to respond to me. according to the information, any claims regarding ****** phone take 24 hours to get a response but I get ***kol. I phoned pinnacle million times, all the people I speak with as soon as they hear my request they turn to be receptionists. I am paying my insurance for nothing. claim form sent, more than a week now no response. I have to beg them to replace my phone. this pinnacle marketing and mtn are giving customers unnecessary stress. you pay for your phone, you pay for insurance. phone get lost they cant even help but continue to take your money...I phoned MTN insurance number, the lady told me that she couldn't pick up the IMEI number of the phone I am claiming for. she could only saw the Samsung S3 I had in 2013, meanwhile I did two upgrade to S5 and to S7 that I lost. I have emailed pinnacle marketing all the papers as proof of change of handset I did after all the upgrades I had. after that I phone again, here comes another excuse just to not replace my phone: we got all the papers but we need your identification document. and I did send, now they all are quiet. can someone please help me get my phone back ? I don't know what it will take pinnacle marketing to sort me out