No Response on Claim

My Phone was collected 29/12/2015 by Billy from courier in order to be repaired via MTN Insurance. Given the time my phone got damaged I was unable to obtain a loan phone as the department that issues loan phones had closed. I called on the 19th of January 2016 to follow up if the phone had been received and how long I would have to wait for the phone to be returned. I held on the phone for a consultant to answer but no one did and the phone eventually disconnected. I then sent an email to [Email Removed] which I obtained on their IVR system. I received an automatic response with reference number: [#***7]. I did not receive a response on my query and I sent anothe email 15/02/2016 sending the same email with reference number, I did not obtain an automatic response nor any response from MTN. I sent a complain to [Email Removed] on 16/02/2016 to which I received an automatic response but still no confirmation on what is happening with my phone. Today I called and their IVR has been updated. I finally receive feedback and the response is: \Pending due to: Damaged handset is still to be booked in to an MTN technical centre'. Two month later and no action taken."