Shocking service

I would strongly advise that no one take cellphone insurance with MTN. I put in an insurance claim on the 31st of January after losing my phone. The turnaround time I have been given from them has changed from 48hrs to 7 to 14 days to now being told that there is no turnaround time. I have called almost every day following up and they put me on hold every time sometimes up to 10mins and tell me that there is no feedback. I do not understand what is taking so long and it is incredibly frustrating to pay for a service that you are not getting. I easily could have gone elsewhere and gotten cheaper insurance but I chose MTN only because their turnaround time was 48hrs. I am beyond disappointed!!