MTN Insurance -( handset claim) - shocking service

My daughter has her cellphone insured together with her contract through MTN. On the 4th of August 2017 her cellphone was removed from her handbag whilst at a restuarant in Observatory Cape Town. A claim was submitted and this is where the games started. Firstly the claim was incomplete and this was rectified. Then there were more details required after this. Then again and again. Then we received an SMS saying that someone from MTN would contact her to finalise the claim. This call was never made. When we phoned again to ask what else they needed we were informed that they will contact us. Again nothing. Then we receive another MTN SMS saying that if the claim is not finalised by next week then the claim will expire and no further claims may be entertained. We have sent emails, phoned etc on an almost daily basis without any results. Can hellopeter help us as this seems the only option now.