Claim insurance

I have been with mtn for the longest of time I have a cellphone contract at mtn , I lost my phone claimed for insurance but still no response from mtn even hence their contract agreement states it’s resolved within 7-14 days but it’s been over a month still nothing from Mtn, I’ve called and called but nothing has changed , mtn service is trash I don’t wanna lie , when they want their money they make sure but when ifs comes to do the same nothing