DAMAGED PHONE - INSURANCE NOT RESPONDING

Opened a case with insurance for my damanged Iphone 5S, due to swollen battery and is not working on the the 3rd August. I have not been contacted regarding the phone, not offered a lone phone and have not been able to speak to a real person in the insurance department. I am still paying the insurance premium and monthly HW fee for a phone that does not work. I have to explain now to my company who pays the account why I still do not have a phone, and do not have any feedback.<br> is this service normal, why should I continue to use MTN insurance if there is no service or support?<br> <br> please advise <br> thanks <br> Darren<br>