BAD SERVICE: INSURANCE CLAIM AND CUSTOMER CARE

I took my phone to the MTN Store at Southgate on 10 January 2015 to lodge a claim for repairs to my phone. My phone was then only collected as per the new procedure from my work address on 6 February 2015, I then paid the excess and since then I have not received a favourable response regarding receipt of payment or receiving my repaired phone. It is now the 19 March 2015. I cannot get hold of the insurance number being ***, the person at the MTN store says he can only advise me to call the insurance number and he will try to help me. Really, is it going to take 3 months for my phone to be repaired or am I even getting my phone back????? Who will compensate me for my cell phone allowance not being paid for the past 2 months?Will I even get a response to this complaint? I want a response to receipt of my repaired cellphone !!!