Monitor Administrator will damage TFG reputation

I made a claim on my TFG CellPhone Insurance which is administered by Monitor administrator, these people either dont have a clue what cuatomer service is or they just dont care. I have provided them with everything they requested for the claim, they come back to me requesting me to ask MTN to block a second Sim Card because the phone is dual, MTN has told them they dont block the phone twice, i made them even speak to the consultant at MTN but they still adamant they want proof. What proof must i give they should know the procedure its not even my place to run around for that. They are just useless. The airtime i call you with money use on this claim i couldve boight me a replacement phone.