Non-Provision of service by Insurance

My phone is insured with MTN, i have been trying to submit a claim for my phone to get repaired. I went to an MTN branch and they advised me to call the insurance number, i have not been able to get through. I called a number of times on the 1st of December, 6mins:40secs into the call,the line drops. I then sent an email, i was informed that they will get back to me within 5 days.Its been 6 days now, i have followed up,no feedback, I called the MTN help centre, they said they cant help,i have to call insurance or go to the head office. I called the head office(7/12/2015- 9:44am) got as far as reception, i was told someone will call me shortly(2 hours still waiting). Earlier this year, i have had to make the trip to MTN's head office only then were my queries resolved as i refused to leave without getting assistance. I cant take time off to go to the head office now. MTN, i keep my end of the bargain, i pay my premiums and account on time, why is it so difficult to get assitance from you, all i want is to get my phone repaired.