Not able to get ahold of insurance for months

I had an IPhone 5s it got damaged, I went instore in greenstone and submitted damage forms I was instructed to take the phone myself to MTN repairs in Midrand and I did. 2 months after the I went to the repair shop to find my phone has not been repaired. Due to no response from neither repairs or MTN insurance I went for an upgrade as I had no phone during this period of time. I got an IPhone 6 Plus... I've had this phone since July and now I recently got ******. I submitted forms and after days I still cant get through to the call centre. I don't have a decent phone, I cant respond to emails and this is impairing my day to day life. Please assist me. I don't just need to atleast get ahold of someone at the insurance in order to find out if my claim has been approved and I can get a new phone. I have gone instore in greenstone so many times they tell me you wont get ahold of them. Yet MTN gets paid their insurance monthly. This is not good service. Before customers decided to leave MTN can we please just get some decent service that we pay for. My reference for insurance is ***8.