Bad Service of MTN Insurance

On the 3rd of August my cellphone got lost. A student took my cellphone out of my bag. Securities did the search but unfortunately we didn't find the phone. Went to the police opened a case went to MTN Branch in Cape Town Grand Central Branch to complete a claim form because my phone was insured. Since that week I've been trying to get hold of an agent from the MTN Insurance department but I can't get hold of anyone. I hold on the phone for like 35 Minutes if not 50 minutes this is poor service. I am paying for my contract and insurance for the phone but this is the service I must get. MTN Insurance department must just close they're very useless. I've been out of a phone for the past three weeks. Just imagine what is the point of having all of these security measures for your phone and they can't deliver. One is even of changing service providers because they're just pathetic.