Insurance query

I called MTN insurance on the 17th of November 2015,no one answered and I held the phone for 7 minutes while listening to music and silly adverts. I called again same day and it was same story. I sent to emails no feedback has been received to this day, I only got the acknowledgement with the reference number. I text them on their Facebook page on the 30th of November 2015 no reply was received until I sent a follow up, on the 8th of December 2015 Faith texted me telling me that they will query with insurance department, I sent a follow up on the 10th and another follow up on the 5th of January 2016 yeah new year, I then got a reply from Thembi however it was about a matter that was resolved long ago, I then sent them the initial request and Thembi rep**** that she will request feedback from insurance.<br> <br> must I go to ICASA about this or consumer protection or what? my ref is ***8