Insurance frustration

I’ve been trying to get feedback of a cellphone claim that I processed last week, and nothing. I’ve submitted documents and no reply. I’ve called the call center earlier today and I asked a consultant to call me back after being on hold for 10 minutes of her checking the claim. Called back now and asked to hold again, then the call was dropped. Tried calling back immediately and it’s out of call center hours. Not the service one would expect from a major corporation like MTN, and especially not after being a loyal client for more than 10 years