An honest claim that went sour

I have just had a horrible experience with MTN claims department after I have been a loyal and paying customer for more than two years with no arrears. firstly I had to wait for more than 10 days to get feedback from my claim and I was told that It cannot be honored because I have used two sim cards on the phone, what nonsense is that?, the way I understood it, the primary sim card cannot be used on any other device however you can put a secondary sim-card on your device to make calls and send messages and revert back to the covered one. What makes me sad is the fact that both numbers are subscribed with MTN and both are contract numbers. I am not happy with the outcomes.