INCOMPETENCE OF MTN INSURANCE

On the 29th of May 2015 I went into the Piketberg branch of MTN and filed an insurance claim with them, the consultant filled out the insurance claim form, attached the affidavit and ITC number. Today is the 4th of July 2015 and the only response I've gotten from MTN Insurance is that the matter will be escalated after calling the insurance contact center numerous times on different days. Is it fair to leave someone in the dark, who have been a loyal customer for so long? When will this claim be processed? In Afrikaans I would describe myself as being GATVOL of this service.