Poor service

3rd review about MTN insurance and to date I have not been assisted. Today I called the insurance department around 1 spoke to Siyabonga Dlamini, I was doing a follow up request I sent last week to have my device insured. He assured me that my details were escalated and I should receive an SMS by 5pm COB today to have the insurance activated and 5pm has came and passed and still nothing. Such service isn’t what I signed up for when I took a contract