Bad Poor Misleading Insurance -

Good day I am very disappointed with the services I have received from MTN claims , I lost my phone about 2weeks ago on my way to Soweto Naledi attendind a funeral . I did contact the claims department on Monday and advised them what have happen , they advised that I need to call MTN and blacklist the phone which I did ,I was then advised to visit the police station for affidavit which I did , I have completed all necessary forms and have submitted the forms , I then received a call from a guy names Sbu that my claim was approved and that I need to pay a excess fee of R350 ,he will be sending me a sms . he then phoned me back after about 30-1hour to inform me that the sms will be delayed ,as he have picked up that a ********** 814 number was used on the device , I confirmed that is the number of my wife and the reason for her using the phone is that I got a brand new Nokia 2 as a gift hence she was using the phone . Today he called me 14.03.2018 to advise that the claim have been declined because I never made use of the phone at the time and I never have updated my records to add my wife`s number as a second contact on the phone to also be insured . He then advised that he will look at the contract which was originally send to me and to see if I did sign the documents ,if the documents is not signed then my claim will be approved ,however if the documents is signed my claim will be rejected . He now contacted me again and advised that the documents was send to me in 2013 November ,he didn’t tell me if the documents was signed or not . I find this completely disturbed that after 5years of having a policy you still expected to know the terms and conditions , I was never told that my sim card should be the only one in the phone . May I kindly request for you to send the original contract which was send to me in November as per the claims and the email address which was used .