MTN insurance ****

I lost my phone which is insured with MTN. Then I submitted the claim form together with the required documents all properly filled in. The only response that I received was the insurance people telling me that they received my documents. Since I haven't heard from them I went to the store where I submitted the claim and I was given a number that I should call and the reference of the claim. I called the number several times and when I press zero to be transferred to a consultant the call ends. This happened on every attempt that I made. I called the MTN call center and told them what I experienced and asked them to put me thru insurance and they transferred me. While I wait the MTN song plays for about 3minutes then the call ends. This also happened on several attempts. When I tried this again I asked the MTN consultant what is happening with their insurance and the consultant told me that they were not informed of any problems that the insurance is having. Now I have been without a proper phone because MTN insurance is unavailable. I was informed at the MTN store that I am not the only one experiencing this problem. They called the insurance for me but they couldnt go through.