INSURANCE DEPARTMENT DOESN'T\T EXIST"

I submitted my insurance claim online 3 days ago for a ****** cellphone. I did not receive an email confirmation of whether the claim was received. I need a loan phone as well as information on whether the claim was received and where is it along the process. I called Brooklyn Mall MTN to find out if they can help me because no one answers when you call the insurance line. With a bad attitude he told me that they take 40 minutes to answer the phone and there's nothing he can do about it. I decided to then wait for 40min on the line just leaving my other phone on loudspeaker for when someone answers. When eventually someone answered after 35 MINUTES!! I was just 5 seconds too late to grab the phone when he just put down the phone on the other side. This is the most ridiculous service I've ever seen in my life and if MTN doesn't start fixing it don't see how people will use them as a service provider anymore.