No response on my insurance claim

My phone was ****** and I went to MTN Brackenhurst on 05/08/2015 to fill in the claim forms for a new phone, I have not received any response from them until today and almost everyday I try to call the MTN insurance number and I hold for 30minutes or more then they cut my call, mind you the MTN numbers charge on my airtime and when I call the MTN normal call centre they just tell me to call the MTN SP numbers its almost a month now since I submitted the claim and even the lady who works at the MTN shop tells me same thing every time I call her she tells me that she also cannot go through to MTN SP and they are not even responding on their emails, tomorrow they will be deducting their monthly instalment including the insurance money but I am not getting any help. My ref number is ***1. I have been a loyal customer for far too long and this is the treatment I get from my service provider