Pinnacle Marketing Insurance via MTN

Good Day , I am left in shock at the level of professionalism i have received from MTN. I processed a claim first week of January through their Pinnacle Marketing insurance which i find very *********** as i was told i cannot leave the device at a MTN store for repair however the Insurance company will collect it from my address. Its been over 5 weeks and i have received no communication whatsoever from MTN or Pinnacle Marketing. Yet they debit my account without fail monthly