No feedback after reporting a ****** phone

I reported my phone ****** on Sunday the 15th of June . Went to the MTN store in Kagiso to fill in forms to get an ITC number in order for the phone to be blocked and in order for me to go to the police station and make an affidavit or whatever it is they call it . I have not received that that ITC number nor a call from MTN insurers since the phone is insured . I life has come to a complete stand still because that's the number only number I have and I receive important calls from that number. I have tried to call MTN insurance on numerous occasion and I get a message that says , my call CANNOT be attended to . MTN must just get their DUCKS straight , we don't care what`s happening there , I`m paying for that services and I deserve to be rendered a service that I`m paying for