No cellphone after sumbitted a Insurance Claim

My SAMSUNG A5 had water damage and I submitted a claim on 3/12/2015. I was informed that the claim would be settled within 5-6 working days. I heard nothing ever since and on 14/1/2016 I called to inquire about my claim. I was send from pillar to post and eventually after calling 8 different numbers, I finally got the number of the Insurance department. After holding on for 50 minutes I eventually got through to an agent. I was told the phone was beyond economical repair and a letter would be emailed to me by the assessors to collect a new phone at any MTN outlet. No letter do date. I logged a ticket with the insurance and got the below response:<br> <br> Dear valued MTN Customer<br> <br> Thank you for your email.<br> <br> This email serves to confirm that your query has been received and will be attended to as soon as possible<br> Due to a temporary issue that we are addressing, our current turnaround time is unfortunately up to 5 days, our sincere apologies for the inconvenience<br> <br> Your reference number is (***6) and is also displayed in the subject line of this email. Please do not remove the reference number from the subject line of the mail as it enables us to track your.<br> <br> Please assist.