10 calls, no answer, 5 days to respond to email

So the screen of my iPhone 6 cracked and I tried to log a claim with MTN as when I signed up for the contract, I signed up for insurance. The claim has not been registered after two days, although I did receive an email saying something my policy commencing as if I had created a policy and not logged a claim. I tried to phone MTN to sort it out and didn't get through to an agent, after 10 attempts I sent an email to the MTN assistance address and they said they would answer in 5 days, this was two days ago and I can't wait any longer. This is the worst insurance service I have ever experienced. 10 calls and no answer, 5 Days to answer a query, surely they should have more staff to service the number of clients if they are that stretched. How long do I have to wait to get my claim in and fix my phone???