Delay in Processing an Insurance Claim

I was pick pocketed at the Glen Shopping Centre and my mobile phone was taken on 18/04/2015.On Monday 20/04/2015 I submitted an insurance claim as required with the necessary supporting documentation via email [Email Removed] auto reply stipulates a 5 days turnaround time.I followed up via their call centre on 30/04/2015 and spoke to Armand (ref no ***) who told me that my claim had not been processed and he will escalate it and I would receive an email by 5pm the very same day which did not happen.Today I tried countless times to phone their claims call centre ***) then I resorted to going to the MTN shop at the Glen for them to assist me as I could not get through to them.I must you hold on for dear life but eventually the service agent got through to them as she used her phone I would like to believe staff numbers get priority.I spoke to Busi (ref no ***) she as well to my horror told me the claim has not been processed.I asked to speak to a supervisor (Adrian Stellenberg) who was not available and I asked for him to call me back but he never bothered.Possibly this way I will get help as some companies do not \Treat their Customers Fairly". """