No Feedback for 2 weeks after submitting form

a While after my Phone got damaged I realized that I had insurance on at MTN. Tried to contact them on the number I was provided by the MTN agent and every time I tried to contact them I wait between 5 and 20 minutes before the line cuts off. I have tried most probably 10 times and every time the line drops after a while. Went online and submitted an online submission form on the 3d of Feb and still have not received any confirmation that they will be collecting my phone. I am unable to get through via telephone and clearly submitting an online insurance form doesn't help either. DONT KNOW WHAT TO DO ANYMORE!!!