MTN Device Insurance - Shocking service and response time

Good day,

My iPhone XR's screen got broken on January 3rd and I logged a claim via my MTN app about 2 weeks ago. I can't use the phone at all. I sent the copy of my id immediately as requested. When I checked a day or 2 later the app could only tell me that the claim is pending due to outstanding documents. I couldn't reach them via telephone as I would hold for a few minutes to get to the right department and as soon as I got through the call would drop.

I started emailing them and the speed at which information was given/asked for was literally a day per question. I have not been late on any of my premiums for the insurance since July 2018 and I would expect more urgency in cases like these. I use the phone for work and the one I'm borrowing from someone can't do half the things I need for work.

When I broke my screen in 2019 it took a whole month to get it fixed.