No Response on my cellphone claim

I sent through my lost cell phone***) insurance claim through to [Email Removed] on 27/08/2015, I only received a respond a with a *** on 27/08/2015. Before sending email, I called their insurance number: *** but the number never goes through even today on the 03/09/2015, I still can't go through to know the progress regarding my claim. I called again the number, *** and today(03/09/2015) a lady by name of Crystal Williams picked up the phone and gave me her email address: [Email Removed] and said I should forward my query to her and she will get someone to assist me. I am still without a phone and still in the dark about the progress of my claim for my cell phone***) which got ****** 26/08/2015 on the robot through smash and grip. Why is it that no one is willing to assist me get another phone but come end of month, MTN will be debiting money from my account of a phone I do not have. they get their money each month with no problems but why is it when I am in need for their assistance, I am ignored. :( :( :( :( :( :( <br> <br> PLEASEEEEE Contact number me: ***