CELLPHONE INSURANCE TAKEN OUT-REFUSAL TO PAY CLAIM

I have a loyal customer for MTN for over a decade and have not had any issues until recently. I took out a cellphone contract with MTN in December 2016 for an iPhone 6S smartphone, I already had an existing contract with 24 hour mobility for a Galaxy S5 which i took in 2014. The cellphone contract in question was an upgrade on a previous contract. The cellphone in question was given to me at the MTN Shop in Phalaborwa. I am still paying for this top up.

When i took the contract i was asked to provide an alternative number which i gave and this alternative number has been in use since then.

Unfortunately on 10/01/2018 both phones got lost when attending a funeral service.

I blocked both phones with MTN. One on the same day and the other the following day. After numerous calls to MTN, I was told that they could not pay out because the phone was used with a different sim card than the one on the original contract. When i told them about the alternative number they said i must bring proof that it was insured. I have requested a copy of the contract that i signed agreeing to those conditions and i have not received any. Now im told they number on use is a 060 number and i dont have or no such number. I really considering moving to a beyter network. What worries me the most is that there's bad customer service. I have to call eveytime to get and update and when i ask why no communication im told mtn is a big company dealing with a lot of people. So they have time to call and nofity customers of the progress.