Guardrisk Insurance(MTN) with empty promises

Good day

I have an insurance policy with Guardrisk Insurance(MTN). I called on the 16th of November 2023 to claim for my Huawei P40 lite that fell on water to be fixed . I paid the access on the 18th of November 2023, I have been calling and they told me that they sent some courier company without a name to come and collect a phone from my house. The no name courier company claim that they came into my house and there was no one lies. Kindly assist me .