Bad service ever

If you have insurance with MTN know that they will process your claim after 5 months, I lost my phone last year November, as usual when you lost your you call your services provider, I did and I emailed them every thing, claim form, affidavit and copy of my ID. We have been communicating via emails, the issue was that the second IMEI number is still working and I told them they must blacklist it too they said to me they can't do that on my behalf I need to call my service provider. I called last week on the 12 and I explained my story the service provider said to me "the insurance don't want to help you" just like that, that lady said even if I blacklist the second IMEI I will get the same ICT number that I was given last year November and she said I must called the insurance and tell them that they won't blacklist the second one because I already did and I will get the same ICT number. On the same day the 12 I called MTN insurance informing them about this thing of ICT and blacklisting the lady that was talking to she said she will escalate this matter then they will come back to me, even today they are still escalating. But one thing that they don't forget is reminding you about payment is really frustrating. My reference number is *** and ID *** please check why should I wait 3 months for you to help me. Am not happy ☹️