Paying for a service I cannot use

I have a 24 month contract with MTN SP. My phone broke and i took insurance with MTN I found claim forms which I then filled in. I am now trying to get hold of someone on the contact number: *** but I am unable to do so and have been trying numerous times. This is absolutely unacceptable, I am now sitting without a phone that is actually insured and can be sorted out but there seems to be no way for me to have my phone sorted out. This kind of service is ridiculous considering the amount that I have to pay towards MTN every month for my phone and the insurance. I cannot be paying for a phone that I am unable to use, yet I am trying everything to get this sorted but have absolutely no assistance from MTN whatsoever and hence have decided to make this public and put it somewhere I know I will get a response. the reference number I received from you automated system is Insurance claim [#***3]. .