Unhappy client for auto and general

I bought a phone Samsung Galaxy J4 plus,I insured it with auto and general.. my phone got lost and I submitted a claim to auto and general since they are my insurer. On my claim submission they first requested ITC number I gave them, I waited for the claim to come through but nothing. I then called to make follow up on my claim its then the lady by the name of Josephine said she need my itemized billing for my number I gave her . I again waited for my claim to come through but no response,I then sent an email to her Josephine she then said to me she needs proof from MTN showing that indeed the phone is blocked, by that time auto and general was starting to get into my nerves because its not the first time they deal with lost phones but i told myself to comply with her demands and i went to MTN and got proof, I then forwarded it to her Josephine at auto&general. I waited for her feedback but nothing, I then send an email to compliance department at telesure group. That particular moment I got received a call from her,she then told me that my proof from MTN shows that the device was last used in February which MTN dispute and I disputed, she analyzed the document on the favorable side of auto and general. First she's not an expert for phones as to when they are used, for her to be adamant made me go back to MTN to want to verify this allegations, mtn6told me they can't say that because they don't control individuals to use their network any network could have been used and since I told her Josephine that I have4 sim card. She then concluded by saying my claim will not be accepted due to that aspect, which to me meant that with auto and general customers are discriminated for using different networks on the device insured by them,they want customers to use one number for them to payout a claim. I then requested her to escalate the matter which she did, it was escalated to Nicolene, to my surprise Nicolene ask questions which I responded to, the problem that made me ask myself about auto and general is when she said she will need me to go back to the Police station again, and another thing that made me mad is when she said I will need to take a form to the Police so I can prove that I was at the mall when I lost the phone, like really now so now I'm treated like a ********. Furthermore she said she will send a form on Monday but I had to call and get excuse was that the form was not with her but claims department, but guess what after I said I will report to hello Peter the form came very fast.

I understand the procedures that need to be followed in any institutions, however those processes mustn't undermine the customer. If auto and general told me from start what they need from me I could have done that quicker, but because they wanted to get a way not to pay my claim they asked different documents at different times, documents that are similar to each other. If they wanted to pay my claim why ask me to go get ITC.number from MTN then later want proof, they could have asked me to bring both. Now they want proof that i was at the mall but also why not say so from start. All I can say is auto and general insurance I'd not professional, they discriminate, they don't want to payout claims. So fellow south African I wouldn't advise you to join auto and general insurance if you want to see your claims paid out, just imagine if it's a vehicle.