Still waiting

I have posted a request to MTN on the 22nd of October already for a claim for my water damaged phone as the consultant at N1 city's branch said it will go faster if I call in. I have tried since then to call the insurance department with the phone just ringing and no answer for over 20 minutes. I have waited since the 22nd after applying online for the courier to pick the phone up and I'm still waiting. I have sent countless emails to both the insurance and customer services email addresses with no response or feedback what so ever. if it takes this long to just pick the phone up how long will it take to fix it or for me to get a new phone. Some feedback will be nice so I at least know where I stand. Very disappointing.