What a horrible journey it is being with this isnsurance

What a horrible service I'm currently having with this insurance from MTN. From their unprofessional call Centre agents and their administration all together. They keep referring my account as in arrears and can't continue with my claim until the account is out of arrears, they can't explain where the overdue balance comes from and how much it is. I keep sending proof of payments to inform them my account is up to date, but nothing is being done about this. what a horrible experience! I'm now stuck with a claim that is just hanging until I don't know when.

It's been almost a month now running after them with no solution.