Finrite wont replace my lost phone

I initiated a claim on the 1st of july with finrite edgars and jet insurance when i lost my phone, till today i have not received a replacement,tbey returned the claim form like 5 times looking for information which they have and written on the sworn affidavit.

Firstly they called to say they have not received thw correct information thefire i should resend the documents to them, i did so within two days they call to say they they can not approve the claim due to techical problems on their side. I then waited 7 working days later to reveive a call saying that the information given to them and that of Mtn service peovider does not correspond, my phone is placed as destroyed instead of lost therefore they can not appeove the claim, hence i should go to Mtn store to fix this information or contact Mtn to request that they change the information on their system. Yes Mtn agreed to be their miatake which was done by the consultant because the phone is blacklisted with an itc number and case number therefore they cannot do anything about this issue.

I went to about 5 different Mtn stores to seek assistance but to no luck, i fail to understand why the insurance is not replacing the phone its a month now that i am sent back and forth over this issue. Mtn told me straight they cannot fix this because itc number is already issued out and the phone is blacklisted indicating that it is lost, like why would i blacklist a damaged phone and not take it fir repairs like seriously????.

I honestly don't understand how this company works, their consultants take forever to answer the call and when they do during the process they just hang up, i tried explaining this matter to the inaurance but they still insist i go to Mtn and do what??? They failing to replace the phone but still deduct the insurance fee how fair is that, im currently paying for an item that i dont even have on me.

Please advice me on what to do as i have now run out of options.