Appalling, Pathetic MTN Insurance services

How can you asses an insurance claim for over 21 days. MTN Insurance is a ****. No manager available to speak to and when you ask about your claim they just say " We will escalate it" My Mobile device claim is being reviewed and assessed for over 21 days now. What are you reviewing, my paperwork or the amount of money i had spend calling MTN. I demand to speak to the CEO