Cannot get my phone repaired

Good Day<br> <br> Last month my phone was dropped and the screen broke. I took the phone to a Cresta MTN store where they told me I can no longer hand the phone in for repairs I had to do it online. I submitted 3 forms but did not receive any correspondence back. I finally got hold of the insurance telephonicly. They sent me the forms I submitted it and received an email that they would get back to me in 5 days. Now a week later when I am trying to follow up via telephone. I am kept on hold and then cut off after 15min.please can someone tell me what is going on.