Poor service MTN

I have a cellphone contract with MTN and its insured with them, last month 21 July i made a claim with them they asked for all the required documents which I sent by the 22nd of July. Till this day I have not received feedback from them I have made contact with the contact centre but they have been saying my query is still under review, on to get a text from MTN that my device was not insured, I'm so angry at MTN right now. I then went to MTN Vangate Mall to further investigate the matter the guy that helped me confirmed that my device was not insured, when checking the history insurance premiums do appear as well as the normal device payment.. I promise to take this further to the ombudsman should I not get proper feedback from MTN I swear, they went on to deduct funds for a device that I'm still waiting on.