Insurance claim

I submitted a claim for a cracked screen to MTN insurance on 18 August (more than 3 months ago), without boring anyone with the details, it took 2 months before my phone was collected. It has now been with the repairer for a month. I have called, tweeted, emailed to no avail. I have received a few DMs on Twitter merely saying that the phone is with the repairers and will be dispatched within 7 days. I am shocked at how bad the service is and that nobody has even called me to explain why the service is so bad or tried to expedite my claim. I am currently holding for the insurance department, I have been holding for 34 minutes. Apart from the fact that MTN has terrible network service, this cements our decision not to renew with MTN.