INSURANCE CLAIM

I have lost my phone on 15/07/2015.I reported the matter at MTN on the 16/07/2015 However i couldnt get through to an agent every time the call goes through it gets cut off, i tried the number the whole day but no luck but i finally got through to an agent on the 17/07/2015 to block my sim card.I then went to MTN at campus square Auckland park and they gave me an email to submit my cliam , i then submitted my claim on the 18/07/2015 via. But My claim is not finalised till today. when I call the on *** the phone rings continuasly then cut off. They said their turnaround time is 5 days which is lie. I have these reference numbers ***6 please assist as im struggling a lot without a phone. my account with MTN is always uptodate but their service is extremely bad.