MTN Insurance bad service claim ref ***

I launched an insurance claim on the 4th of April at MTN boulders and was told that your claim will be finalised after 7 says , since the 11th of April i still havent recieved a respond from MTN i call their insurance call centre on *** but it will take you 2 hours to be answered by agents who always say are under supervision, they said my case was escalated to the supervisor who will contact you but nobody has phoned me to try and explain whats is happening, my phones are for business and im losing a lot of business but at the end of the month they want to debit our bank accounts . What is really wrong within this company, this is a disservice to clients, can somebody somewhere shake up whoever is responsible