Insurance Claim unresolved

I submitted a claim to MTN insurance on 17/08/2015 after my cell phone was ******. I received an automated response on the same day giving me a reference number (***0) and stating that there is a temporary issue and the turn around time would be up to 5 days. Since then there has been absolutely no way to make contact with MTN again. I have sent numerous emails requesting a status update as well as attempting to call them with no success. A cell phone company that can't get the phone line to work is absolutely ridiculous. I am at my wits end as to how to make contact with them and get a status update on my insurance claim.