2x mobile contracts 1 of NO use

We have 2x mobile contracts with MTN and have them both insure. This insurance is NOT for free or an added service by MTN - we pay for it. On the 12th of August we registered a claim with them for 1 of the hand sets that has the screen broken and thus no touch functionality - meaning the phone is useless. Do you know that up to this day we have received NO feedback from them. Please note that we have continued payment. I CAN'T EVEN DROP THIS OFF AT THE STORE THAT IT WAS BOUGHT AT - THIS IS UNBELIEVABLE. Again goes to show the sheer disregard of the value of our money by service providers. They don't actually care - could NOT be bothered that mobile use has become our bread and butter as these handsets are for both business and personal. I have been on the phone for 09:33 minutes waiting to be connected to an agent and that is JUST TODAY. NXA <br> #MTNSucks #MTN***? #NOYello - Please