MTN promptly deduct premiums but does not respond

I submitted an insurance claim 11 days go and I have not heard back from the Most Terrible Network. It is surprising how unresponsive MTN is considering that they promptly and diligently deduct insurance premiums from my account. The 11 days that have lapsed since I submitted the claim double the turnaround time that they commit to responding to insurance claims. Diabolical to say the least. Unfortunately for us customers this disregard is in keeping with most insurance providers as they dillydally when it comes to honoring insurance claims.