Poor service

I did an upgrade in dec. With insurance. I got ****** at the end of march, a few days later i received an email from mtn saying my insurance will onlybegin in april. I called and told the lady that my phone got ******. She said its fine i must just fill in the claim form and they will handle the claim. Apparently its a long process to do the inaurance ect. I filled in the form and mailed it 7days ago. Without any response. I try to call and then i get cut off. On every mail i sent they reply and say they will get back to me. Im a client for very long now and thats not how u treat a customer. This is very poor service from mtn. I wannt to know if they are going to replace the phone or what. But it seems like aslong as they get our money they dont care about customer service.