Terrible Terrible Terrible Insurance Company

In April 2021,my phone accidentally fell causing the screen to break terribly.I lodged a claim with MTN insurance and submitted all the documents required.

That on it's own was a very tiring and bad experience as I was always told to submit the very same documents time and time again even though I did so everytime I enquired about the claim but I did so anyways without fail.

This continued for months,during the course of those I kept calling and emailing but didn't get help until recently, this month,when I called and the consultant I spoke to told me that indeed,this should have been solved long ago but doesn't understand why they took so long to do so.

On Thursday, 23rd of September Guardrisk sent me an email saying my claim has been declined and closed a few minutes to closing time.The reason stated that my Insurance was declined because the sim card was not in use,really mind-boggling because firstly,how do they determine whether which sim card is in a phone when it falls and the it cracks?Mind blowing,really! Secondly,my phone is a dual sim and I registered both numbers and IMEI's with MTN Insurance and both these sim cards are always in the phone.I even sent MTN proof of that when they required documents when I made the claim.

I feel that I have been treated unfairly,I tried for numerous times to get ahold of Guardrisk but to no avail.When I called MTN Insurance, they told me it's out of their hands and should solve the matter with Guardrisk, who never answer falls or emails.I always pay my Insurance and this was my first time claiming since June 2019 so this is very troubling that I cannot receive help on both sides.