Insurance claim

I bought a phone at MTN Cornubia last year and took insurance from the same MTN shop bought the phone cash unfortunately i lost my phone last month. I called the shop i was given the number to call and report the ****** phone and i was told everything that i needed to do, all was done claim form was sent to MTN on the 26 October 2023 up to date i havent received anything sent emails to follow up they dont respond not even bother to acknowledge my emails but come month end they dont miss payments i really need to know what is going on MTN has really disappointed me