MTN Insurane a nightmare

<p> on the 7 of October I reported the fault on my phone, firstly I struggled to fax it it them and later i phoned and I was told I can do it online, which I did. I waited for their respond as promised that they will collect the phone and nothing came until I took the in last week Tuesday. today I phoned and I was told that the documents I have done they are not in order and when trying to phone with the hope of resolving the problem I couldn't go through the call centre. I have been on the phone since 9:50 until now 12:24, there is no one assisting on the call centre. their service is so bad that I just want to get my phone fix and cancell this contract with them. I have paid 300.00 rands on my other number just t to phone MTN insurance and I'm still not helped. Can someone tell me if this service is still operating or not. </p>