No reponse on Query

I raised a claim with MTN Insurance as my screen on my iPhone 6 was cracked. I was informed that as I had not informed them that my contract had been moved from an iPhone 5 to iPhone 6 I was not covered. As I am billed by MTN on a monthly basis for an iPhone 6 and a line item on my bill is also for insurance I find this unacceptable. MTN Insurance agent Ntombi Sibeko committed to taking this up with the underwriters Guard Risk on the 6th October. Despite emails, waiting on line for in excess of 2 hours for an agent to answer I have had no response