Disgusting service from Mtn insurance

My phone was ****** and I submitted all claims documents to Mtn insurance on 16 February. Unt to date, Mtn insurance has been unable to replace my phone. Everytime I contact them they keep telling me that they are waiting for the IMEI number from their service provider. It's been over 3 months and this is completely unacceptable. I will take this matter to the Ombudsman if it's not resolved in 5 days.