POOR CLAIMS SERVICE!!!

I lodged a claim on the 21/03/2016 for damaged cellphone screen, i was advised that a supplier will be sent out to me to collect the cellphone for repairs within week. However a week past by with no word from the supplier nor from Mtn. On the 26/03/2016 i've sent a follow-up email to Mtn regarding this claim which was not responded to. Again on 11/04/2016 i've sent yet another follow up email regarding my claim & i've heard nothing from Mtn to date. This type of service is utterly disappointing especially coming from such well known service provider. All this time i have seen to it that all my premiums are paid without fail but in all that i am not getting any joy from it. We often insure our assets in order to have a piece of mind in the event of loss but from where I'm standing i'm worse than those who are self insured. I fail to understand how it could take a month to sort out such a small claim, i've never been so ill treated in my entire being. All i want is for Mtn to replace my cellphone within the next 24hrs i cannot wait any longer for repairs as i have given then enough time for that, failure to do so i will forward this matter to the Ombudsman.THIS IS PURE DISRESPECT!!!