no response re my claim form

Hello Peter, on the 23rd of july I submitted a claim form to mtn insurance for a device repair, I was promised a reply after 7 days by the lady consultant, almost two weeks passed with no reply, nothing done, I went back to the store, another consultant was able to help me, gave a reference number for the 1st claim and made another claim, she also gave me a reference number for the 2nd claim on the same device with the same problem as there is no reply with the 1st one, this was on the 14th of august, I am writing this report now because still mtn has said nothing, and when I try to call the insurance department, the call is always disconnected, please help because I am stuck with a phone that has a damaged charging port and camera, I struggle while they are debiting the insurance premium every month without fail.