Claiming for cellphone and incompetence of MTN

Two weeks ago, I cracked my screen and have been calling MTN Insurance since then for guidance. But the experience has been a nightmare. I call the Insurance call centre, I am on hold for over an hour (every single time, and have called over 7 times) and there is never pick up. I e-mailed inquiring about my process and no response. I decided to communicate through the 808 call centre and they sent e-mails requesting Insurance to call me. Today a manager called me saying they would log my claim and call before 09:00 am. It is now past noon and have heard nothing. When I compare to other insurances, people's claims or logged and dealt with in 3 days and not 2 weeks waiting, I am still trying to get someone to pick up the phone. And what angers me greatly about MTN is they always say they will call back and never do (including those who respond to these complaints). I am beyond sick and tired and I am also annoyed that for MTN to do something you have to result in responding them to the NCC. I want my phone fixed MTN and I want no excuses. I pay with no issues and you should provide a service with no issues.