Cell Phone insurance ****

I am utterly disappointed with monitor administrators. I submitted a claim for a damaged phone under MTN in April 2019. The say they have sent me details of where to deposit the access amount but I have not received it after my claim was accepted. I have today had my sre-submission rejected because I was unable to send their R150 in time. I accept that I was unable to because I had not received the information on where to deposit and now the same claim has been rejected even after re-submission but was approved before. I spoke to Lungani Duma who told me he assessed my claim and did'nt confirm if he was qualified to do so. He would not transfer me to his supervisor who id Nashren Soghn and they would not let me speak to the Manager Tasmyn Scheepers to plead my case either saying Lungani's word is final. I have still been paying the insurance with no default for 5 years and this is what I get. I believe the way to go is with the insurance ombudsman and I want to make you aware that these guys are only happy when you pay but do nothing for us. I also spoke to both Sibusile Zwane and Sanele Nxasana who also won't confirm if any of these people and themselves are qualified to assess claim of even give advice. Please help me resolve this...