lack of feedback

my boss went and filled insurance claim forms for his iphone 6 on the 11 of June 2015. on the 25 of June 2015 I emailed MTN for feed back on the case , no one responded I then called *** and was told someone would call me , which they did just to get more details concerning the claim. I called again and was told that the person handling the claim wasn't in the office and that they would be given a massage to call me. fast forward 2 days later no one called me . I called again and still no one is giving me any feed back . this is totally unacceptable