No Assistance with Claim

Good Day

I need some urgent assistance in getting traction on my claim .

The claim had been logged on Thursday the 10th of Feb . Since registering the claim there has been zero communication from the claims team . All interactions on this claim were due to me eithere calling in or emailing trying to get feedback . I had paid the excess on the 11th of Feb even without the phone being assessed which I find very strange as this is not standard insurance practice as excesses are normally paid after the claim is assessed and proven to be a valid claim .

Today is the 16th of Feb and no arrangements have been made for my device to be collected but yet on the portal it states my device is currently in repairs as per the screenshot below .

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When calling the call centre asking to speak to a Team Leader or Manager my requests are declined and advised this is not possible.

After 6 days the only movements on the claim had come from myself by sending all the necessary documents and payments and absolutely nothing from MTN's side . I need management to intervene in this matter urgently as my device plays a major role in my work .

If 6 days have passed with absolutely no movements and no repairs when will the claim actually be resolved ?