What is going on

My laptop is damaged I am unable to go to an MTN store to take it in. I have been calling the MTN insurance call centre for a week now and have not been able to get through. Every time someone answers they say that they are putting me through to someone else and there is never an answer. Funny thing the last time I called the insurance department number someone answered and claimed I had gotten through to the wrong number MTN service is pathetic if they are having issues with there telephone line why don't they say. I sent an email to the insurance department and I have still received no feedback reference number is ***9.