MTN do better

I got into an accident 3 weeks ago and my phone was damage. I am on an MTN contract (2 years now)and I have insurance for this phone. I went to an MTN branch in Mokopane and they gave me a form to fill to claim from insurance. 3 weeks later, nothing. I then contacted MTN on facebook and they gave me the insurance department number to contact. 30 minutes later on the phone, i was informed i would be emailed and things would be taken from there. Three days later and still nothing. What is wrong with you people at MTN? What am I paying for??