Disappointed in MTN

I am very displeased with the service i have received from MTN with regards to my insurance claim, it has been over Three weeks since i have sent through all the required documents and paid the excess fee that was required but still have not heard from them, they have not bothered contacting me about the progress of the situation and have not responded to me email to let me know when i will be receiving my phone. i am running out of patience here.. this was supposed to be an easy, painless and stress-free process but it has turned out to be quite the opposite.