13YRS INSURANCE AND 1 CLAIM BAD SERVICE

i HAVE HAD INSURANCE WITH MTN SINCE 2001. I did a claim on 17 February for a damaged screen. I did it online and they did not receive it. Their *** numbers is perpetually out of service. I then called 808 customer services to be put through to insurance department. They sent me claim forms 17 Feb 2015. I submitted my claim same day. I then called them again through 808 on 18 Feb 2015 as they had not responded even though the claim form sent indicates that they take 24hrs to process a claim. When i called i was told that they take 5 WORKING DAYS to look at the claim. They have not even looked at my phone or claim form to date! I still have the damaged phone with me. I think this is pure misrepresentation as they said 24hrs yet it is3 days later and have not received any call or communication from them. I have been a loyal customer for 14yrs and this service is TERRIBLE. Will my phone be fixed or not?