What the hell!!!

I pay my insurance every month,I use my phone for business purposes,<br> My phone broke and today exactly 2 weeks ago I mailed the claim forms to MTN insurance,they rep**** the same day with an email with a reference nr and saying that the turnaround time is 5 days,it's bee 2 weeks today,no one has phoned me to make arrangements to pick up my phone and get it fixed,when I call them no one gives me answers!!!they switch me to other lines and even cut me off!!!!it is a huge struggle to get through!!