21 days with no resolution - Company policy 5DAYS!

I have put a claim in with MTN Insurance for a lost phone. The claim was denied because of a clause stating that loss cannot occur from the bonnet, roof or boot of a car.<br> I have asked for proof that I have agreed to these term, which MTN is yet to produce. Instead they keep promising to send a decision by the next day. We are now 15 working days since the loss and I have no resolution.<br> <br> After 15 years with MTN, and my contract renewal pending soon I am a very unhappy customer who is open to the recommendation of other service providers.