A month later and still no response

I lost a cellphone (Samsung Note 4) over 4 weeks ago and went through the whole procedure of blocking everything and getting a police case number. I then submitted my claim form on the 18th of last month. I have received no feedback from them at all. The call center is a complete mess because you call it and sit on hold for at least 20 minutes without actually speaking to anybody. I find it absolutely disgusting how they treat their customers. I've been a customer of mtn for the past 4 years and this is the first time I've ever had to make a claim with the insurance department. Not having a phone has been a major inconvenience to me due to the fact that i need it for work purposes and that lead me to have to go and spend more money getting another phone to use in the mean time. I need this problem to be addressed as soon as possible!