no response on a insurance claim

i bought my iPhone 6s from man watercrest a little over 2 months ago and took out with men insurance.<br> i dropped my phone last week and the screen cracked. i reported this to mtn.they gave me the call centre number to which i was unable to reach anybody after being on hold for 45 min. i then sent an email to the email address they supp**** and still haven't heard a response a week later. i reported it to the store twice now and again have heard nothing. craig from the store has done everything he can from his side to assist but man insurance is unwilling or unable to help me. very quick to deduct the premiums but when it comes to claiming they are nowhere to be found. i could have easily put it on household insurance as its quicker and cheaper. if my complaint is not resolved within 24 hours i will go to the ombudsman. and make no mistake about it i will win. just do you job thats all people want!