Poor customer service

I would like to state my disappointment with MTN insurance. My phone stopped working on the 05/09/2015 and I placed a claim on the 7th of September. The phone was collected a week later on the 14th of September 2015. <br> <br> I am not happy with the long process and unreliable customer support service they offer. when I call *** I will hold for more than 5 minutes only for the line to cut me before I speak to a consultant. I then called *** and I was told that my phone has been assessed and a quote is ready for approval, this was Last week on the Wednesday 30th of September. Today 07/10/2015 I cannot get through to *** because it keeps on cutting me off after holding the line for more than 10 minutes which means I have to keep of trying. <br> <br> I just want to know why is it taking longer than 3 weeks to fix my phone and what is holding back the approval of the quote. <br> <br> My phone is a Sony Xperia V with IMEI No: ***<br> <br> Kind regards<br> Rudzani Malumedzha<br> ***