Insurance turn around time sucks!!

My screen cracked on Monday, 09/11/2015. I did an online insurance claim on the same day. I also did the manual form via the Gardens Centre branch & also emailed the application myself all by Wednesday 11/11/2015. I then received feedback that because I was a \transfer"customer from Nashua to MTN - the form I was given was incorrect & the correct one was then sent to me. I then completed that form & emailed it on Friday 13/11/2015. I was then contacted & the handset was collected. Now today marks a week and according to the automated call centre system - the claim is pending the receipt of the handset...so where's the handset? I have also tried to call the call centre to speak to an agent but the furthest I got after +20 minutes of holding was \""Hi you speaking to Nomonde(and Siswe) and I'm working under supervision and the calls got cut - that was yesterday. Today I stayed waiting for an agent to take my call but after 1hour and 17 minutes I finally gave up on someone answering. I've been very patient about this process but the lack of communication and the inability of the insurance call centre to handle it's calls - is causing me to become extremely irritated! Feedback required!"""