Poor Insurance delivery

I have reported my damaged phone to the local MTN branch in Kimberley where I received only best and fastest service. The friendly person at the branch helped me fill out all the paperwork as my device is insured by MTN themselves, he then told me to keep the device in my possession as the insurance department will arrange for pick up of the device from myself. My device was damaged on the 29th of March 2016, I reported it to the Branch on the 1st of April 2016. The person at the branch told me that it would be collected from me in & days, This has not happend, today is the 18th of April and I cannot even get in contact with anyone at the insurance department.<br> To conclude: I am not happy with how MTN INSURANCE treats their customers.