Unacceptable service timeframes

I damaged my iPhone 6 on the 25th of Jan. After a few failed attempts to get through to MTN insurance of published contact number (Ive spent more than 2 hours holding), i eventually gave up and submitted a claim application on the 26th. No response to the email, and impossible to contact the service centre on the contact number. I took to twitter, where your CM advised that the issue has been escalated - and that i could expect to wait 5 - 7 days FOR FEEDBACK?? <br> <br> Id like to remind you that your promise of efficient service, including collection of the damaged handset, and provision of a loan handset while repairs where being undertaken, were the key reasons I moved to your insurance policy in the first place. These proposed timeframes are completely unacceptable - and are far off from the standard industry norms. <br> <br> Id appreciate it if you could urgently revert back with a proactive plan to deal with this issue.