No response on my insurance claim

Two weeks ago I wrote a complaint about MTN SP not responding to my claim and on 31/08/2015 a lady by the name of Ntombi Sibeko called me but I was busy on another call and she sent me an email informing me that she was calling me and requested that I provide her with the ref number of my claim and I responded in her email within few minutes with the requested information, today is the 10th and she is not giving me any feed back even when I send a follow up email she is not responding, MTN SP does not care about their customers at all the only thing they care about is deducting our money when its time to deliver what you are paying for its a problem, I am paying my money every month for this insurance but now I am in the middle of a second month without a phone and worse without a response but month end they will deduct, I am super disappointed with their service.