POOR Service

I have been waiting for 3 weeks to receive my quotation/damage report from MTN. Granted, I believe they were waiting on Sony for the quote/report, however once it was sent through, I only received it via SMS. What am I supposed to do with an SMS, when I need to send the quote through to my insurance?? Anyway, I call the repair centre (it always takes about 30 minutes for anyone to answer the phone), and ask that they send me an email. The lady tells me it will take upto 24h. Now, more than 24h later, I have still not received it. I call again, and an agent tells me he will mark it as priority however I should follow up in the afternoon. So now I've got to call and wait another 30 minutes for someone to answer? He tells me he can't see the future and doesn't know, but if I know then fine. What is this attitude?? They also tell me I have 5 days to accept or reject and if nothing is heard, it will be automatically rejected. My insurance company will not attend to this on the weekend, so how am I supposed to give them an answer in time?? I find this service utterly ridiculous and am considering terminating my contract with MTN. Absolutely despicable. I need this sorted out today!