4 weeks and still waiting!!!

i logged a claim with mtn insurance on my broken phone on the 15th of July. the lady who helped me at the MTN store at Northgate was wonderful but to try and get any feedback from mtn insurance is like pulling water out of a rock. it took the insurance company two weeks to answer my calls and then pick my phone up. this happened after my collegue and i complained to MTN Head office. the MTN insurance number also has been engaged for 4 weeks- ***. this is the number that is on the website and that was given to me and confirmed by mtn head office. i finally was told that my claim has been approved on Wednesday the 5th of August via email. i then paid the repairing excess on Wednesday and sent them proof of payment. i have still had no feedback and when phoning MTN head office i am told that they are two separate entities. if you are going to call it MTN insurance then you need to take responsibility for the service. This kind of lack of response and service is unacceptable.