Unable to give me an answer regarding my claim

Good day iam having a problem with Mtn insurance.. Since I sended my claim in last month they have been giving me problems.its going for a month now and lately evrytym I call them they drop my calls I spoke to mathapelo,Tshepo,lebogang etc who keeps dropping my calls mathapelo was even rude wen I ask to speak to her senior ..if I don't hear that thy waiting for feedback they dropping my calls...they even lie that I cancelled my insurance and which I NVR dd..at 1st thy declined the claim saying the cellphone number of *** isn't linked to the insured device then I sndd them proof that the *** is indeed linked to the insured device as the device is a dual sim and came out with 2simcards.thn they said they will give me an answer in the next 48hours BT till now its way past that hours n days now that they hiding an answer from me..their email address is *** with cellphone number*** my id number is *** amogelang masite plsss help me as this claim is frustrating me .. Regards Looking forward hearing from you