3 WEEKS, NO RESPONSE

I booked my phone***) in with MTN for repairs as it had a cracked screen, the phone is insured with MTN, I'm appalled by the bad service and poor response, for over 3 weeks I have to make follow ups and nobody is not coming back to me. This phone was booked in on the 09/10/2015 and I am informed Insurance has not paid anything yet and it is internal insurance. A consultant asked me to get a quotation from the insurance and forward it to them. REALLY??? Why cant MTN deal with this internally and get this sorted, the insurance should sort this thing out with MTN as it is internal insurance. Why should I request the quotation from their insurance and send it back to them. THIS IS ABSURD!!!! <br> <br> <br> It is clear that MTN is too big for their boots hence the fine in Nigeria. Please ask them to return my phone to me if they do not want to fix it. I am tired of all this .