MTN's Insurance dept UNRELIABLE & USELESS

i have a cellphone contract with MTN and took the insurance option as well with MTN.I accidentally dropped my phone last week and the screen of my phone cracked.i tried to get hold of the MTN insurance #***) but I was never successful cz it keeps saying that they are experiencing network problems.I emailed the claim form with my ID copy to insurance queries email address and got a reply that their turnaround time is 5 days.Its been 6 days now and I have not received any feedback from them.Yesterday I called the ***) and asked to be transferred to the insurance dept but I was also unsuccessful ,I then left a message but they never gotten back to me.I don't understand why they are so unreachable,this really **** me off ,cz I have been paying my monthly premiums and never fell behind with my payments ,so are they fulfilling their obligation in terms of fixing my phone.Im really considering changing them and insure my phone with people that are reliable.MTN please fulfil your obligation because you never experience any networks issues or technical difficultied when it comes to deducting premiums from my bank account.Im really frustrated by this disgusting service.