Insurance does not want to pay!

I have been an MTN customer since the September of 2017. I have 3 contracts with them (3 numbers), one for the tablet, one for wifi router and one for a samsung s8 plus phone.

On the 14 may 2019, i lost my phone at around half past 4. Then reported immediately to MTN. They could not blacklist my phone as the system was down and have advised me to call the next day for the ITC number. Eventually after the phone had been blacklisted, i received ITC number and went to Mondeor police station to complete the lost/****** property form. Everything along with my id copy was submitted to Insurance.

The 20th May 2019- I am told my claim is invalid because of the two reasons;

1. The sim card on the phone is not the correct one - even though MTN has all my numbers. This is the reason they have. I disputed that i have insured my phone and not the sim card. This really makes no sense to me. 2. Another reason was because my account is in arrears - meanwhile about a month ago, I had made payment arrangements for the May 25th to settle my account.

I have been diligently paying the insurance for such occurrences and when it does happen, these are the petty reasons I have received. My contract is also due for an upgrade in May 19, so I do think that has influenced the decision alot.

May someone please help investigate this matter, whether they have the right to give me the petty reasons they have. I want MTN to provide the service they have promised, that I have paid for! I feel very cheated as I have been paying my accounts fully and on time. The one time I cannot, MTN uses it against me, it is unfair.