Insurance services

I lost a S5 contract phone from MTN and I followed all processes required to be able to claim the phone set. When doing the claim for the phone a month ago I was told that I will be contacted to be informed when to collect the new set, and that has never happened till today.<br> <br> I have called MTN 808 and they have given me the insurance # and when I call it it put to a waiting list and drops in many occasions. <br> <br> I have been going in and out of the MTN shop in Bothaville and they are not of any assistance. On a monthly biases I have been paying my MTN account and the Insurance account without default and at the moment they are not of my service what I am receiving is this bad communication from the Service provider.<br> <br> I wish to receive a headset so that I can be in a position to enjoy the services I was enjoying with my lost phone.