Pathetic service (second complaint)

On the 18th of February I complained about the poor and pathetic service I am currently experiencing from MTN insurance... on the same day I received an email saying that the supplier has responded, to my interpretation of the response I think it is nothing more that a copy and paste exercise. My complaint has been so called escalated since then and to date I have not received any feedback regarding my claim. I called the insurance line yesterday again and held on for 15 plus minutes, never getting through to a consultant. This has been the most frustrating experience, as I put in a claim on the 8th of February already. What is the point that I have insurance on a device, if it takes this long to give a customer feedback, I have been without a phone since then. I will not recommend MTN to anyone and if this continues I will stop my debit order and they can hand me over to their lawyers. I am fed up!!!