Poor Response time and Response of a staff Member.

About 3 months ago roughly I took a contract out with MTN with Insurance, On the 14 April my phone got ****** and reported this to the branch they blocked the sim and I got everything needed for the claim form to be sent over the next two days and it was sent through on the 16 April, it is now the 8 May almost a month later and i have not heard a thing from the insurance, I tried phoning them after the first week and half or so got through after waiting a good 15min before they answered only to be told that it needs to be processed over a few days and was left the email reference number, A day or two later a mtn staff member tried to get hold them and nothing no response they just put the phone done in there ear, waited till the following week to see if they could try again for me and a black lady at the branch said to me that they do not do follow ups for MTN in regards to insurance and that I would have to phone them myself and I explained to her that I am burning through airtime to get hold of them and she just did not care, and now here I sit with no idea on what is going on with my insurance claim, it really feels like they could care less, could you guys maybe make an effort?