who can tell me what s happen with insurance

I really don't have ideas with MTN insurance , I fax my claim form on 9th July ,then i call call center, nobody answer the phone, after that I email the claim form on Monday ,that I get the ref no. untill now no body give me response ,I try to call call center they can't help me ,just said will follow up with me ,call me just wait ,someone will contract me ,on my god ,what is insurance's mean ,when the people want the help ,insurance gonna help us ,make us easy life ,I lost the phone ,that is already sad for me ,now MTN insurance also give me the trouble,and I don't known take to who ,i go to store ,they can't help me ,I call call center ,no answer the phone or just said let me wait ,I really tired of that. my ref no.***5