MTN INSURANCE NOT RESPONDING TO MY CLAIM!!!!!

I submitted my claim with MTN insurance for my screen a week ago, I explained clearly that it is non functional! Since then there has been no further communication from them! I tried the call centre and all I get is that my claim is being processed, how long does it take for a claim to be processed!?? It's been more than 5 working days!!! And my phone still has not been collected for repairs and no communication from MTN!! I am struggling I need my phone to be repaired ASAP!! MTN INSURANCE I NEED MY PHONE REPAIRED!!!!