no response from insurance department

After loosing my phone I did all that Mtn requested me to do in order for them to be able to process my insurance claim. I was then told to wait for a response in about five working days which I also did. #***2 it's the reference I was given and every time I call I'm being told it's escalating it's been for two months now. For the past two weeks I can't reach mtn insurance department totally and what's funny is they are able to contact me telling I'm due for an upgrade