Insurance claim

I purchased Iphone 13 Pro Max at MTN Store Thavhani Mall September 2022, where I requested an insurance immediately, and I'm paying monthly installment of R1930.00 including insurance faithfully. suddenly In 14 Septemeber 2023 at steve BIko RD Sunnyside Pretoria, whereby the Bolt Driver drove off with my Iphone and never answered his or either my phone. The case was opened in Sunnside SAPS on 21 September 2023(Case NO:36/09/2023). Prior opening the case i called MTN Thavhani mall store to request assistance with the claim where the consulted inform me that my phone was insured and It was a shock, I requested statement of payment and break down the everything then she informed me loadschedding occurred they will get back to me which they didn't. I drove to venda on 12 Oct 23 where i went to store then request statement then they printed and discovered that my Iphone its insured by Guardrisk insurance, therefore the consultant processed the claim very same day and advise me to call MTN after seven days of which I comp**** (REF ***). when I called to ask for progress I was told that they sent an email to the person who sent a claim requesting supporting documents in order for the claim to be processed and the person did not respond which was not my fault, i requested an email to send supporting documentation by my self which i did sent on 27 Oct 23(***) then I was told to wait for 7 days by consulted Setjabulile they will give me feedback. after 7 days i called again since there was no feedback was told to wait another 7 days then after seven days i sent an email to raise my frustration then feedback was that they want the reason why claim was submitted after 30 days and i explianed that my claim was not submitted before 30 days it was the MTN consulted who submitted a claimform before 30 days elapsed after incident however she didnot submit supporting documument then I sent it with m email, therefore was told to wait 7 to 21 days again its under review. 30 November 2023 received a feedback that my claim was disapproved because the contract Sim Card was not on the Iphone on the day of incident as prescribed on their policy which really frustrated me because I was not told about that information, I did not receive contract policy which I enquired from them where did you send the policy only to find out that they sent on wrong email address which I don't know about. The email I gave its ***.

your urgent assistance on the above matter will be highly appreciated

yours faithfully R. Rasifuda ***