No response from mtn insurance

i submitted an insurance claim for a lost phone to mtn waterfall in Rustenburg on the 11th of may 2015. My claim was logded and I was then given a reference number. I was told that the claim takes 24-48 hours to process but it has been 4 weeks now and i haven't heard anything from mtn since. I tried calling mtn insurance but Im forever placed on hold. Im becoming impatient as mtn insurance continues to debit me and they havent even yet attempted to attend to my claim. Does mtn insurance exist to start with?