No response from MTN Insurance

We have a handset that is insured with MTN insurance. The phone was damaged and after trying for a week to log the claim, we eventually had the phone picked up. Then they just disappeared. We have no idea where the phone is of what should happen next. We have sent numerous emails and their call centre does not answering any calls. I have been on hold for more than 20 minutes on every try. <br> <br> Today they answered the phone after being on hold for 25 minutes, and still no answer on where the phone is or what the status of the repair is. <br> <br> I am now considering opening a case of theft against MTN, because I cannot get an answer of where the phone is or what is happening with it.<br> <br> My last call lasted 39 minutes, and to just be told that they are busy and it will take another 2-3 weeks.<br> <br> If anyone is thinking of moving to MTN insurance, please think again.