REDICULOUS CLAIM PROCESS T'S AND C'S🙄

On the 29/09/22 I visited Maponya MTN to submit an insurance claim for my handset's broken screen. I filled out all the paper work and was advised I will receive an email regarding the progress of the claim but no communication was received by me to date 🙄I decided to go back to the branch today and to my shock, the headset has not even been picked up by the Insurance company meaning I stood in the queue for hours for nothing 😏I was then given a cellphone by one of the agents to call the Insurance today and I was advised they sent an email to the Agent who was assisting me with the claim requesting more information but how is that even logical whereas I provided my updated email address on the form🙄The agent went on to say they can only communicate with me via the MTN Cell number and not the alternative number provided on the form because its not an MTN number. I found that rather stupid seeing that the headset screen is blank so does it mean I need to buy another phone just to be able to communicate with them regarding my claim🤔I have another contract with Telkom and I remember them taking my MTN cell number for claim communications upon registering a claim without any hassles so why is it so hard for MTN to do the same given the fact that they've been in this cellular contract business for longer. To add fuel to the fire, the Insurance agent advised I need to take the handset back with me and I will be sent an email with the access amount once claim has been processed then only will I be told to either take another petrol trip back to the branch seeing that in my case I will be at work so they can't fetch it from my home. My question is:If I hadn't been to the store today then when was this claim actually going to be processed? 2:Why is it such a pain to submit a simple claim?3: If the headset was ****** and not broken then why would I still have to do a swim swap (that costs R150) and buy a phone wherein I will put in the Sim in order for your insurance to be able to communicate with me regarding the claim? How is this fair on us as customer who still try to support MTN regardless of the fact that you issue us with Dual Sim phones knowing very well that we can only put in 1 Sim at a time and not 2 due to the fact that to date you still haven't managed to obtain the License to issue dual Sim enabled phones. Why are you guys making it so difficult for us to find good reasons to continue choosing MTN Mobile Contracts in the future???