Insurance Not responding

On the 1st of December i lost my phone i have made claims with MTN from Midrand branch ,i called on the 4th December to confirm whether they got everything they said yes and they promise ill have everything before the end day of 5th ,but now i can't get through with call center ,i have been paying the insurance for the past 2 years ,now i don't know where must i go i need a phone ,my ref number is ***2 ,on the 15th i'm going to Eastern Cape which means ill go without the phone. i have been trying to get through call center but they always drop my calls.