MTN Insurance, One Giant ****

On 19th March 2015 I logged a claim for my phone to be repaired due to damage. Two weeks later I still had no feedback so I phoned the call center on ***. After being repeatedly cut off I finally got through to an operator who said that they have received the claim and someone would be in contact in 2 days to pick up the phone to be repaired. That was two weeks ago and still nothing! What is going on! Why do you take my money every month and the moment it is time to claim drop off the face of the map. The call center is broken so I cannot speak to a consultant and the branch refuses to help. I am concerned that this is a giant ponzie scheme where customers pay but MTN insurance doesn't actually exist. Ref number for first call either *** or ***5.