Still waiting on feedback on Insurance of IPhone!

I have a contract cellphone with MTN with insurance, Sim-sure and excess buster. On 31 March 2016, i contacted the call centre to advise on what the necessary steps were in order for the unit to be repaired or replaced, since the phone is bending (Iphone 6 plus) and the silent button on the side is faulty. I submitted the forms on that very same day and received a reference number for the claim, and stating that the expected turnaround time for feedback is 5 days. To date, NO ONE has contacted me, and when I try to call MTN Insurance to find out what is the progress of this matter, the call is disconnected. I am at my wits end here. In fact, I emailed the inquiries email address again today (12/04/2016), and instead of providing feedback on the matter, another reference number was raised. <br> <br> I called MTN call centre that then put me through to the Insurance department, and a very friendly lady assured me that she had just escalated the matter, and I should receive feedback by close of business 11/04/2016, but alas... No Feedback! <br> <br> Seriously planning on taking my business elsewhere!