mtn insurance has still not replaced my phone.

I reported my phone was damaged at the mtn in alberton on the 28th of november 2015.I was told I would hear from the insurance department within a week and that didnt happen. I keep calling the insurance number I was given and was told it was being processed and I would hear from someone later on that day and it didnt happen. Ive called almost everyday the phone goes unanswered for 10mins and more. Im frustrated I took out insurance to avoid the situation im in right now but still here I am without a phone for an entire month.