Claiming is such a hassle

I tried claiming for my phone repairs from MTN insurance since 30/11/2017. It seems everything that can go wrong is going wrong. Firstly their auto response is that they will contact you within 24 hours after submitting the claim and everything that I am going to list below happened because I kept on calling to follow up, no one contacted me back. Below is my experience with MTN Insurance so far:

- initially I have been sent from pillar to post by the MTN branches, instead of being referred to contact the call centre - after completing and sending the form through, I found out that they could not find my phone on their system... they could not pick up that it was insured with them - I had to send proof of application, luckily I still kept the email that I sent to them - after following up on this, they advised me that the phone number on the form and number I was claiming for were not the same (despite the fact that I contacted MTN to advise them of this) - They then referred me to contact MTN to get proof that I made the call - After making the call and MTN sending me the proof, I forwarded the email from MTN to them - They then told me that since it was not a screenshot, they need supervisor to confirm on what to do, they do not even trust each other - MTN and MTN Insurance - same company!!!!!! - This was on Wednesday, I did not contact them on Thursday, and they also never contacted me back irrespective of the promise - on Friday when I called, they advised that they are waiting for the usage report - I called again today, and was advised of the same thing, still waiting for the usage report

I am curious of what will follow to drag this longer. This is just pathetic!! I am very disappointed! I have never received such atrocious in my life! I BET THIS WILL NOT BE COVERED!!