Shocked by Service

Hi There<br> <br> I have tried MTN Insurance branch for the past week and no answer I have emailed there consultants no response , the turn around time is 5 days I am waiting 13days no response. I have sent through my updated insurance forms yet I was not advised if it was changed or not. its frustrating as I am paying insurance unaware on what cell phone . if anything happens to my phone and I cant claim ill hold MTN Responsible . Please tell me how can you hold on the line for 1 hour and still no one answers is that possible. I dislike complaining but the service is getting weak right now. I don't no why the consultants also haven't gotten back to me as yet either.<br> <br> Regards<br> <br> Toefiekah