Still no progress for my iPhone 5s repair

My phone was picked up by MTN insurance for repairs, regarding the cracked screen on my iPhone 5s, on the 6th of August 2015. Prior to that it took over 3 weeks for the insurance to process my claim & the only reason why my claim was processed was because I had to physically go to the 14th Avenue MTN offices & tell them that my phone needed to be collected & taken in for repairs. Since then I have not received any word as to what is going on with my phone. I tried contacting the 14th Avenue offices and I was put through to the insurance department and the consultant told me that my phone had not been booked in. Currently, I do not know where my phone is, when it is going to be processed, I do not even have a job number because the consultant that processed my phone did not give me one. Suffice to say I do not know what is the status of my phone right now.This is extremely unprofessional, I am not at all happy with the service I receive from MTN because I feel like for the past 2 months I'm paying for a service I can't even use at this point. <br> <br> Contact no: ***<br> Contract no: A***<br> ID no: ***<br> Waybill no (RAM hand to hand courier): RW***3<br> IMEI #: ***