Pathetic service

I put in an insurance claim on 08/02/16 for my lost phone, on the same day I received a confirmation email that the claim was received and that the turnaround time could be up to 5 days. Today is 9 days, as I was informed that that they do not work weekends. I have called the MTN insurance number numerous times, holding on for 15-30 minutes without getting through to a consultant. I have emailed MTN insurance to follow up on my query with no feedback received to date. I called MTN customer service to confirm if MTN insurance has any technical difficulties with their telephone lines and emails and they said no, I asked the consultant how I could get a hold of MTN insurance and she told me she cannot transfer calls.