Insurance Claim

I have lost my phone on 15/07/2015.I reported the matter at MTN on the 16/07/2015.I have submitted personally all the documentation for this number ***. My claim is not finalised till today. when I call the on *** the phone rings continuasly then cut off.I have SMS my query to 44303 But still no respond. I have emailed my query again and again to their insurance, collection and customer service departments but stiil no one can help me. They said their turnaround time is 5 days. I have these reference numbers ***3,***8, ***7. my account with MTN is always uptodate but their service is extremely bad. My other contact number is ***