MTN CELLPHONE INSURANCE

I submitted my cellphone claim to MTN insurance department on line on the 28/07/2015 and also on 29/07/2015 but I never received any response from them. I dialed the insurance direct number countless times with no success ***). It is almost a month now I am still waiting for someone to contact me, i tried their customer care number and they cannot help me. What is really happening with MTN??? On the 15 August they deducted their premium and I know next month they will do the same too but they services are meeting my expectation. SOMEBODY PLEASE HELP!!!