Insurance with MTN for cellphone

On the 16th of January I submitted a cellphone claim. It remained on pending status from that 16th till the 23rd of January. During these days I was wondering why it was pending as I was never contacted to be advised that there were missing documents. I had to call the call centre in order to get an update that I needed to get an affidavit with a date and stamp from the police station where the lost phone was reported. I followed the instructions and thereafter received communication where I had to answer questions relating to whether I had an upgrade etc as well as submit picture of the box of the phone (A33 5G). The status of the claim then moved from pending to In progress on the 23rd of January. I then received a communication that my claim will take 14 working days to be processed with no actual reason as to why the long wait. on the 12th of February the 14 working days finished and when I called to follow up on my claim I was advised that it is still under review. On the 14th day I expect feedback not escalations and to be delayed further.

I am very disappointed to say that this is the 15th working day and still no proper feedback of declined or approve claim has been communicated to me. It was only yesterday that a Team Leader advised me of the reason for the 14th day waiting period and she too has escalated this matter. I need proper feedback regarding my claim as now the 14 working days have passed and still I have no tangible feedback for my claim.