No response to claim on the Insurance on tablet

I filled in a handset insurance claim form on the 16th April 2015 at the Ilanga mall MTN branch. My sons Samsung tablet screen is cracked and the jack plug for the charger is damaged. I received excellent help from Quinton Atherton filling in the claim forms. I was told by him that the insurance will collect the tablet from my house for repairs. As of today it's been 18 days of NO response from the insurance. My son needs the tablet for school. . Why must I pay insurance for NOTHING. This tablet is on contract. I'm paying for a non existing insurance and no support from MTN.