dishonest

I bought a phone around 2 years ago. I paid insurance every month and when mtn contacted me with the insurance the agreement was for lost phone or ******. There was no specific verbal agreement or any agreement that I was aware of indicating to me that I would need to have my sim card in the device. They have been promising to get back to me on many occasions and they do not get hold of me. The service is extremely poor. I feel that their dishonesty and communication with regards to their customers is very poor. I feel that mtn is quick to take my money and now that I need their service they are ill treating me. I insured the device and they contacted me to take the insurance. Now no results from mtn. It's been an on going battle for almost a month and I'm receiving no help. Please assist me in this... The lack of communication and service from mtn is unacceptable... Mtn is supposed to be a reputable company but the service I have received has made me think twice.