MTN, yet another problem with service.

Having called in to MTN Insurance to follow up on my claim, all was good... until the call center operator told me there was in issue with the claim and when I asked to speak to his manager, he laughs and says "I cant promise the manager will call you back". Now i'm stuck with no further direction on how to proceed to sort my claim out, other than phoning MTN Insurance AGAIN and dealing with people who follow scripts!