Abacus phone claim

Good day ma'am or sir,

I trust you are well, even though I'm not. On the 17 or 18 December (I do not remember the exact date) I reported my phone missing (Samsung A13) at Hifi Corp Rustenburg. I took an abacus insurance with them when I bought the phone. I submitted all the documents requested by the store for a missing phone. 2 months and a half later I did not hear from them, so I decided to call them to hear how far is the claim. They told me I can call abacus insurance to find out how far is the claim as they did not deal directly with insurance related matters. I called abacus insurance who told me that the matter relating to the claim was received that Monday (Late February) im assuming from Hifi Corp. A few days abacus insurance sent me an email stating that I should provide proof in a form of an sms or email stating that the phone has been blacklisted. I received an email from Kelebogile Khalipha with subject (Pending claim Claim No: AB-C-***7 workflow ***X).

Hifi Corp did not tell me they wanted an sms or email as proof so 2 months later I did not have that sms in my phone but we did submit the affidavit and the ITC number to HiFi Corp. To cut the story short, we called mtn and they told me they cannot send the sms again.

A week later I took an initiative to go to the MTN branch store to ask them to provide me with an sms, they were shocked on what we were asking for but the nice lady that was helping us decided to send an email with the proof that we did lodge the blacklist and ITC number was provided ( the email was send on 3/3/2023 by Thato Kotane, I was on the cc and the email was sent to Kelebogile Khalipha). Yesterday, I decided to call Abacus insurance AGAIN to enquire how far my claim is and they told me that the case is pending due to missing information, at this point I really do not understand which information is missing because I have been getting a run around. So I'm asking you as the customer service care email to help me with the matter.

Regards, Sharon Mahlakeng