MTN Insurance Division NO RESPONSE ON ALL PLATFORM

I have an insurance contract with MTN which i have paid every month as one does. My phone was ****** on Saturday January 2nd. After following the proper process in terms of reporting it to MTN, the police, getting the correct paperwork completed i phoned MTN Insurance to submit. On the call an email address was provided to submit claims which i duly followed. I got a response to say that due to the load it would take 5 days to process my claim. I waited 5 days and heard nothing, i sent two follow up emails with no response. I sent a third follow up email only to be sent the standard response that my claim would take 5 days. I phoned MTN Insurance numerous times and waited on the line for over 20 minutes each time, no response. Frustrated by now i posted on their facebook page, only to have their Social Media team respond a day later asking me to inbox them, which i duly did. Three days later i am still waiting to hear back. I use my cell phone for employment purposes, it is now two weeks that i don't have a replacement phone. I paid my insurance fees monthly on time, yet now when i want to claim MTN is dragging its feet to respond! Shocking service in general with MTN!!