Mtn taking too long to process my insurance claim

I lost my HTC one m8 earlier in March and sent claim forms to mtn insurance on the 17th March.I was then told to wait for a weekand someone will contact me. On the 23rd march I contacted the insurance department and they told me they would \escalate"the process and should get a reply on Friday or Monday. Another week went by and I called again on the 30th march and received the same answer and I will receive a a call on Friday or Monday. This s a third week without my handset and I know mtn does not have the phone readily avalaible on their stock"