MTN Insurance Complain

I am unhappy with the service I have been receiving from MTN insurance and I have sent an email to MTN complaints but no one has attended my matter. MTN insurance is giving me a run around with my claim yet they are quick to debit my account every month without fail. No one is able to give me a straight answer as to why there is a held up with my claim, I am just told it is with the relevant department and when I ask for my call to be transferred to the department, they are telling me they cannot. I have asked about the turn around time and they are telling they can not commit as they are not dealing with my application only which for me is a sign that their system is flawed because for any business process, there is meant to be a turn around time. If this relevant department decides to contact me after a month, you mean to tell me I am going to wait for that long? I have tweeted MTN on Saturday and they said they will give me feedback which I still have not received. If it's taking them so long to get feedback then what kind of relationship do they have with their insurance company? my sworn affidavit clearly states that I was ******, there is a ********** transaction that went out on one of my online banking platforms now I do not understand what is it that is taking them over a week to confirm as if it was a liquid damage. This is totally unacceptable and I have been telling them that I use my phone for business and I am losing out on clients due to their inconvenience but they do not care.