Insuranc & Call Centre

I went to the MTN Store in Wonderboom Plaza to hand in my LG phone for repairs. The glass needs to be replaced. They were very helpful and said they will send it in for me and then they will also submit the claim to insurance. I waited a week and called the insurance department. I waited for 30min on the phone and still did not get through to anyone, all my airtime gone. After this I received a call from MTN saying they want to collect my phone for repairs, I said my phone was already handed in for repairs. Then I received a msg a few days later saying my phone is booked in for quotation. I received a msg again that that assessed the phone and it will cost me R 1629.30 for the repairs. I called the call centre because this claim was suppose to be submitted for insurance. They said the phone is ready but I need to pay for it. I said I had insurance, the lady said I need to contact the insurance call centre. I said I have and I cant get trough to them for my claim. MTN has the worst service ever for repairs. NOBADY knows what is going on or wants to help. I want this sorted, someone must call me and sort this out for me.Job Card num: OSWBJ*** & Insurance claim num: 624764