paying for insurance but not receiving the service

I pay for insurance every month. I completed the claim form in store a week and half still waiting for someone to contact me to pick up the phone to repair it. I call your insurance call center number no one answers call 10 times on hold each time for 12 minutes before the call disconnects automatically worst service ever. Why do u offer insurance when clearly u cannot handle providing this service. I pay close to 200 a month this is pathetic mtn has the worst insurance service. Can't even call them to query it as no one answers. U are ripping me off.