DRAGGING INSURANCE CLAIM

I am experiencing the worst service regarding the claim from MTN. My phone was ****** on the 23/07/2020 & up to date I am being taken from pillar to post. Firstly this is the business device, now i am being told that it does not appear on the system I must get the paperwork but I got the device from MTN shop in Kollonade. The next thing I am told that the agent did not change the insurance bracket( but now whose fault is it)I wrote an affidavit which I indicated that incident date but was asked of an incident date!!At this stage, I am also due for an upgrade soon but with the kind of service that I am getting, i am think of porting to Vodacom. Can I either be told whether my claim is approved or declined & people should should stop asking me for paperwork that they know I won't have. I just believe if they want paperwork, they should be able to pick it up on the system.