Bad service from an unhappy client

As a loyal Mtn Customer, I am disgusted with how the MTN insurance company conducts its service. After submission of my claim, I realized that the above-mentioned company has not updated my profile since 2019 until to date. Instead of agreeing to their incompetence, I get accused of the following: 1. Having not used the insured number in the claimed device 2. Having ported my number to a different network ( yet MTN bills me monthly for the services and calls on the same number) 3. the submitted IMEI number doesn't match yet this is a device that was delivered to me as a replacement. With the above, I am then instructed to submit usage history before my claim could be assessed and approved to which I find the process odd. In my understanding, the insurer should be able to access information without delay. Why should I be the one doing their job whereas this could be done at a reach of a figure from their side? Thus far, this has been a back-to-back process that doesn't seem to have a way forward. It has been 3 weeks with no means of communique from the company unless I reach out myself. Many promises have been made without feedback, this I find disturbing and frustrating. Mostly that I have paid all my premiums to ensure such doesn't occur but still without fail it does. To this day, I have communicated to different consultants and managers who have been pretending to be giving this matter utmost attention but nothing solid has unfolded in the mentioned weeks. Given the promises made in the Insurance contract, one would believe that you are worth signing with.

All I need at this point is a device (i know to have done everything right hence I now "demand" what's due to me )and no excuses and promises. Had the tasked and duties been done accordingly such terrible service would not have been offered. It is evident that someone is not doing their job though roughly, which impacts negatively on loyal clients. In lack of a better word," I AM ****ED OFF."

It should be noted that your service and means of correspondence are unsatisfactory and this however should be look at immenserly.