No response after payment

I sent my phone in for repairs through mtn insurance, everything has been a mission from getting them to collect the phone to getting any answer on any forum from them. I eventually received a email stating that i needed to pay the excess amount for the claim to be finalised. I did this on the 23 rd of February and sent the proof of payment to them via fax and email and still have not heard anything back about the phone. Emails doesn't get answered nor does their phones!