Insurance claim

I submitted an insurance claim through MTN for my I Phone 5s which I lost and in Jan. The claim was submitted on the 10/02/15 and an automated response with REF [#***0] was sent to me saying that I will receive response within 5 days which I haven't. Two days after that I called in just to check how far my claim is and they told me that I didn't sent the last page of the declaration form which I immediately sent. Two days after that I called in again and I was told that they haven't received my last email then a lady by the name of Nomonde Funani told me that I will receive response before Friday(today) and gave me the following ref Number (***). I have been trying to get hold of them but no luck as I hold on the phone for +- 30 minutes without response. Its gonna be the third week now since I submitted my claim and nothing has been done and their email said I will get response within 5 days and when I try to call them they don't answer