Impossible to claim

I am insured via MTN insurance. i have been trying since 11 January 2016 to get hold of them to log a call for a cracked screen. while on hold they tell you lovely stories of them coming to your office to collect the phone with a replacement phone and how you can log a call online or send an e-mail to avoid having to hold. <br> <br> BUT YOU CANT GET HOLD OF THEM<br> i have submitted 3 times online, i have sent several emails and followed up with reference numbers, i have also held on the phone for 3x 1 hour sessions. despite not having the time at work.<br> <br> i see this as breach of contract as they are either unwilling or unable to uphold their side of the contract. i would even be willing to terminate with full refund but cant even get through to them to tell them this. my hands are tied??