Mtn insurance no feedback

I submitted an insurance claim on the 31st of August it is now 2 weeks later and nothing has been done,I'ive tried calling the claims department but the calls just get cut, i called the store where i submitted my documents and spoke with Patricia at MTN the Glen who was able to check for the claim progress and i was informed that nothing had been processed to date. I've sent emails to MTN insurance and was told id receive feedback in 5 days, that was last week Monday, this is unacceptable!!!!