MTN insurance claim not processed for over 2 moths

I have had the worst experience with MTN. I have been with them over of 15 years. I have had insurance with them since 2014 and paying for it. I have never claimed until October last year. My claim still has not been processes til today. The agents that I have been dealing with are Mbali and Neo April who by the way drops my calls on purpose and therefore I have to call the call center. I fail to understand why my claim would take from October to end January to be processed. I'm really not happy with the treatment from MTN. I called 3 times today and all my calls where dropped.