MTN Insurance lack of communication

I have had my cell phone in for repairs with MTN insurance for over month now, and have to constantly call to get updates on the repairs. I have paid my excess and the claim has been approved, but I have still not been told when my phone will be returned. I had to contact MTN insurance constantly and generaly hold on for almost an hour each time. today after holding on for an hour the line gets dropped( this was on numerous calls).<br> <br> I have 2 questions:<br> <br> 1. where is my phone? ( last person I spoke to said it would be delivered today)<br> 2. when will you sort your pathetic excuse for a contact centre out when getting hold of someone is almost impossible?