Insurance Claim not attended

I reported my lost handset, and sentthe claim for for processing, I have been calling MTN SP Insurance for over two weeks, and i never get through, I finally got through on Saturday the 22nd August and was told my claim would be finalised by Monday, I have been calling all day yesterday and today, and have been sending e-mail's but still no response, I have been without a phone for over 2 weeks, and need to know what the hold up is, and how far my claim is, as this is not acceptable. I can be contacted on ***, and my claim reference is ***7.