Delay in Processing an Insurance Claim

I submitted an online claim on the 2016-02-05, I didn't get any feedback. After 5 days I sent an email on your [Email Removed] email and got the auto reply mail stipulating 5 days turnaround time with (ref no. ***9). Its now the 2016-02-15 and I haven't been contacted. Tried your call centre a number of times but I hold till I get cut off. I sent another email to [Email Removed] thinking maybe I'll get help but same. I don't know what to do now. I went to an MTN store where I bought the phone & they told me they don't deal with insurance claims, I must keep trying the number that I've been dialing all this time with no help. What's really happening with MTN Insurance