Phone replacement - MTN insurance

I lost my phone on the 2nd of January 2016 and reported it to the police. I then logged a claim with MTN insurance which is Callsure on the 4th of January 2016 and they requested documents which I emailed immediately, then I received an email that my call with be attended to within 24 business working hours. Two days later I called to find out the progress since they are not communicating anything, only to find that my call is not even logged on their system when I asked they said the people on that department are still on holiday. <br> I had to make several phone calls to follow up but I still don't have a phone to this day. Their staff(Busi) are rude on phones they just keep quite when you talk to them I even spoke to the manager Clinise but I never got a good service. But they are too quick and on time to deduct my money from my account every month.<br> I am extremely disappointed cause to me a phone is not a want but a need. I have kids at school should anything happen I won't know because I don't have a cell phone. <br>