Insurance Claim.

Very bad service from MTN, i've lost a phone on the 29/03/2016 and put the claim with all the necessary information required, ITC Nr, Police Case Nr etc. I went to the MTN store and they helped me to register the claim on the system. I tried to call the Insurance Dept to follow up on my claim, but will you be on the line for more than 30 minutes without any answer, no one is replying to the emails whereas it shows that it was read on the other side. How do we expect me to function without a phone? I pay my monthly premiums on time without any hassle. Please treat this a matter of URGENCY.