Bad Service when Claiming at 24Hour Mobility Cellphone Insurance

I submitted a claim on the 29th of June Thursday afternoon, till today my claim has not been approved. No one is calling me to advise what is happening I will have to call myself to follow up. Tuesday 3rd of June they said I must request the 2nd ITC Number as my phone had 2 slots of Sim Card, I did that and only today they are telling me that they could verify my first IMEI number but not the 2nd one. When I call MTN they say my 2nd ITC number is correct and they blacklisted my phone. I don't know what to do now. Hello Peter please help.

My Claim Number is: 24HRCAR***/1

Refer to below Problematic IMEI and ITC Number IMEI: *** ITC: ***2