Insurance claim not finalized since 23 December!!

<p>We had our mobile phone ****** 23 December and on the 27th December after receiving all the relevant numbers etc went to Cradlestone MTN which is the closest store to us to report and submit a claim for the ****** phone. A form was completed and submitted and the manager informed us it will take 5-7 working days then we can collect the phone from the store. in a weeks time we had no response and upon following up she said that nothing has been sent to the shop and we must phone a mtn customer number. when we contacted the customer number, they said to us, the shop is still using a 'old system' and the procedures changed early December, the form must be sent to MTN customer services department. we contacted the manager to ask why they didnt use the new system and now going onto week 3, having to recomplete and submit all the details asked the manager if she could send us the information as all the details have been captured and we were working on a site away from the head office where all the documents are kept. this is now week 4, and only yesterday after a very heavy angry and confrontational call, we receive an empty claim form - hardly can read it on the mail to be completed and sent to the store with a copy of our ID so that she can send it to the customer services.. THIS IS TOTALLY UNACCEPTABLE. we are running a business from this phone and this is our means of communication for emails, meetings, production, customer, sales and all our business. Will you be paying us the loss of business as we have to resort to a older phone outdated etc as we were happy with the 7 DAY PROMISE... and now 4 weeks later WE HAVE TO RESUBMIT THE CLAIM FORM AND SEND IT WHICH WILL TAKE ANOTHER 7 DAYS!! We want answers and want to know who the owner of the MTN in that store is, as their servies is UNACCEPTABLE.. insurance is taken for a reason with the comfort of 7 days there will be a phone replacement. MAKE CONTACT WITH ME URGENTLY I WANT AN ANSWER!</p>