Bad service!!!

I submitted a claim to MTN almost two weeks ago!!! And they have been giving me the run around, stating that I am not submitting a picture of the box which I submitted twice!! Also in the past when I have claimed I have never been asked to submit a box. I have two phones insured with them and submitted a claim with my other phone and now they busy stating that they need to check usage?? Make it make sense!!! My screen broke on the device ihlanganaphi iusage! I’m actually so gatvol and over this.