Cellphone claim

It has been 3 weeks registered a claim for my cellphone with MTN insurance [Ticket ID: 208327] after smash and grab and have been told is under investigation by consultants and they drop my calls all the time. I have twittedabout this and were told it will be escalated but untill today no feedback Clearly MTN treats us -customers like *******. I need urgent response on this as i need a phone.