Bad Service and Turnaround time

I have submitted an insurance claim form for my damaged cellphone on 11/11/2015 and received a reply with a reference number ***1. I then contacted *** yesterday 12/11/2015 and followed the voice prompts and selected the option to find out how far along my claim is. I then got a reply that my claim has been received and approved on 13/09/2012! This clearly shows that they still have an old claim on their system because my damaged phone has not been collected from me. I then called again on 13/11/2015 from 08:00 but my calls are being disconnected after holding on for half an hour at a time. I am a loyal MTN customer and pay my contract every month and on time and this including my insurance but now that I need assistance I'm being treated like this! Its very unacceptable.