POOOOOOR Service

In all Honesty i am lost for words at the service i have received so far. My Samsung S24 fell on the screen on Tuesday 27 January 2026 around 16:30 and did not want to turn on since then. i tried to submit the claim on the MTN portal the night but could not get access to claim submission as the site kept saying incorrect pin/otp i then removed the sim from the broken device and inserted it into my husbands old phone as i need a phone for work and my husband works late and far from home on site so i need a phone in case of an emergency. i Eventually got the claim submitted on wednesday morning ref number ATS250821S, on friday 30 January i was ambushed with alot of questions about the device one of the questions was why my insured sim *** was removed from the insured device, i did explain i need a phone for work and in the case of emergencies. This morning after trying to phone about my claim status i was informed my claIim is under review with the assessors, what do you guys expect? To leave my sim card in a BROKEN DEVICE that does not even turn on while i have not other means of communication? I have been with MTN insurance since i took out a phone contract and this is the third time i am claiming for a device that broke and i never had a claim that was put under review because the sim was removed on the day of the incident, First of all you guys took 4 days to respond to the claim in the first place, secondly i only took the sim out of the device after the phone fell and did not want to turn on.