Lost Phone reported on the 11th June- no contact

I lost my phone on the 10th June 2015 and called MTN on the 11th June to report as my phone is insured but till today no one has contacted me to update me if they received my claim or what I sent mail and obviously got their auto response but still no contact made. I made few calls to them which I was on hold for 48 minutes but still no respond. As a loyal paying MTN customer this is bad service and unacceptable as I get billed monthly for the phone and insurance but now that I need their assistance there are no where to be found. I am still without a phone nor communication of when my claim will be attended to . *** [#***6].