insurance claim

on the 02 Feb 2021 i filled the insurance forms with tshidiso from MTN Balfour park and he promised to cc me and to call to in form me when i should expect the courier company to fetch my phone and he never called. i went back to the store on the 04 Feb 2021 where he blamed the system and promised again he will call after sending the paper work which he never called again. this is pour service and costing me business how does MTN expect me to pay them at the end of the month with such service and where will i get the money as my phone brings me business. i should be expecting my phone back by now.