*********** staff dealing with insurance claims

I made a claim on a cellphone that I used and was lost on Saturday at BT Ngebs mall Mthatha in the Eastern Cape the insurance contract states that the cellphone was to be used by Mpendulo Mchako and deduction made monthly on my wife's account number ***. When the claim was submitted an affidavit stating who lost the phone was submitted but surprisingly they refusing to pay for the phone although the insurance is paid timeously. The cellphone is a Huawei Y5P. The claim number is TFGMA***. If we were wrong to pay the premiums that you gladly accepted all these years please return all the premiums you accepted under false pretences