Insurance claim - waiting a week

I took my handset to MTN Table View, on 23 April, as I needed to make an insurance claim. The display is damaged. The assistant took my details, opened the claim and gave me a ref number. I have heard nothing at all thusfar, a week later. Calling the insurance call centre is useless, no-one answers. I also mailed [Email Removed] no word back from that either. This is not the first instance of poor service that I have had from MTN, I will be changing service providers soon.