Mtn insurance useless

I, like a number of other people, am having a big problem with Mtn insurance. It has been more than 2 months since submitting a claim to get my phone replaced after I was ******. I still have not received any communication from mtn insurance as to whether my claim is being processed or what the progress is. I have tried to follow-up at the Midrand mtn branch, where I was informed that my claim has been submitted, but no one has processed it at head office. My claim was then resubmitted, but I still have received no response from mtn insurance. I have tried to call the call centre, but the lines are never answered. This is unprofessional is unacceptable. I'm starting to think that mtn insurance doesn't exist and yet money is being drawn from my account every month.