cellphone insurance claim

My phone is Samsung P3100, I took it to MTN Jabulani mall on the 27th July, 2015 because it was not functioning very well. They sent it to their assessment centre Midrand. The assessment was done on the 11th August, 2015 but it was delivered to me on the 21st September, 2015. I lodged a complaint on the 22nd September,2015 to 24hour mobility directly from MTN Jabulani mall. on the 29th September, 2015 I was called by 24hour mobility consultant telling me that I had 30 days to lodge a complaint after the assessment. On the same day, the 29/09/2015 I went back to MTN and told the manager what the 24hour mobility consultant said, the MTN manager sent them the document that I signed to confirm that I received my phone on the 21/09/2015. On the 20th October, 2015 I sent a message to 24hour mobility claim centre to check the status of my claim and I sent copies of the message to the following claim centre facilitators Pauline Goosen and Prudence Steph****. They responded and told me the claim has been submitted late and without the dispatch documentation from MTN and the claim is declined.