Insurance claim experience from hell

My phone was ****** on the 4th of July 2015. I called the MTN call centre to block the number. Only after several attempts did I eventually get a hold of someone who blocked the number. I reported it to the station and got a case number. On the 6th of July 2015 I filled in all the forms and attached all the supporting documents and emailed them to the Insurance Claims division. My claim ***. The process was suppose to take 5 days. Till today no one has called or emailed me. I have sent numerous emails and called their call centre to no end. I have never experienced such poor service in my life. I pay my contract on time every month including my insurance. I just need a replacement phone asap.