NO RESPONSE FROM MTN FOR INSURANCE

I took my IPhone into MTN Killarney on the 6th May 2015for a screen replacement as it was insured through MTN. They don't take repairs into the store as they log it on the system and they promised I would be contacted in 72 hours for collection from my home. As at the 19th I have not received a call for collection. I have faxed the insurance claim form to them and still no response. When you phone the insurance claim centre it is totally automated and when you press to be connected to a consultant to get cut off. After 10 calls I gave up. I then resorted to email on 3 occasions. I had 2 responses and asked for someone to call me which hasn't happened. They are quick to deduct the premiums but have no after sales service. It is pointless going back to the branch as they say it's out of their control. Perhaps the only way is to stop the debit order and then a human might contact me