MTN Devise Insurance Claim - PATHETIC!

I was held up and my phone was ******. I reported it to MTN within the hour, put in a claim once I got the ITC reference and 23 days, I am still waiting. The service is shockingly yet not surprisingly horrific. Every time I call, I am told it is being assessed. Does it take 23 days to assess a device insurance claim?????? No feedback unless I call and even then, feedback is very limited. The agents cannot escalate it. It is not a house content insurance I am claiming for which I can understand may take time but this is a device claim. Not only the stress of being held up at knife point and every thing on you taken but now I have to go through the stress of when am I going to get a replacement phone. MTN YOU NEED TO CRANK UP YOUR CUSTOMER SERVICE LEVEL! I THINK YOU NEED TO RE-TRAIN YOUR STAFF OR AT LEAST LOOK AT YOUR SLA! It is shocking to say the least!