Bad Service

My phone was lost on Monday 11/1/2016 and is insured through MTN Insurance. I completed the necessary steps and reported etc. I filled in all of the paperwork on Monday and sent it all on Monday morning , got a reference number and was told that it will take 5 working days to resolve this. First of all why should it take 5 working days? I have called in 3 times to speak to someone at MTN Insurance and the shortest waiting time to get the call answered was 36 minutes and the longest was 77 minutes. <br> Once getting through the lady who handled the call has been taught certain answers and can add no value or assistance what so ever. I need my phone to do my job and I am in serious need of getting this resolved quickly and cannot get any help!<br> I cannot believe that MTN has become such a joke with regards to service and I am really concerned that there isn't a future for MTN in this country.<br> I wouldn't insure my phone through MTN Insurance but would rather get my insurance company to ensure my phone