Extremely Poor Service

This is my third call to MTN insurance department trying to figure out the status of my claim cause there has been no feedback what so ever from MTN. Unfortunately all three phone calls were not answered at all even when staying on the phone for over an hour for each call. I find it ********** that no feedback is given to me or when I try and find out there is NO WAY of contacting MTN. I logged a complaint last week which was answered with a automatic templated response with no resolution cause I am still in the same situation as last week. This seems to be the norm for MTN now? I need feedback sometime in my life time about my insurance claim, can someone please help me with this and NO I don't want another automated response written down from a template with no resolution to my initial problem. I need to use a handset and I can't afford to lose another week.