Frustration with Insurance Claim

I insured my Cell Phone with MTN Insurance (managed by Pinnacle Marketing I believe) specifically because MTN is my network and I believed that the synergy between the companies involved would negate the possibility of any issues with service delivery. On Monday the 5th of February I was held up at gunpoint and my phone was ****** from me. After getting home I proceeded to call MTN and have my device blocked. I was given an ITC reference number and the assurance that the device had been blocked. I submitted my claim to MTN Insurance and was told that the IMEI number was submitted and I then proceeded to provide the IMEI number. This was on the 15th of February. I was told that by Friday 16th I would be informed as to whether or not the claim will be processed. I did not receive this feedback. I called MTN Insurance today the 21st of February and spoke to a gentleman by the name of Gwenzo (or similar sounding) and was told that my device had not been blacklisted. I then went on to inform him that I had an ITC number - which to my knowledge was only provided once the device was actually black listed. He confirmed that the feedback on the system was that the device had not been black listed. I called MTN and the consultant confirmed that the device had indeed been black listed on the 5th of February. I asked the consultant to give me confirmation further to the ITC ref number so taht I may convey this information to MTN Insurance and I was told that the only refernce issued is the ITC number. I called MTN Insurance AGAIN to inform them of my conversation with MTN and was told AGAIN that the device has not been black listed, this time by a gentleman named Nhlakanipho. I re-iterated was said by the MTN Consultant but was told that the device was not black listed. Extremely frustrated, I asked Nhlakanipho to phone MTN directly and confirm the information given to me and he said he cannot do so and I should call MTN myself. For what purpose? To get the same answer again and nothing in writing for me to pass on to MTN insurance. Why should I be the person calling MTN to begin with? - surely there is somebody being paid in MTN Insurance to do collect the necessary information to process claims? I find it absolutely appalling that in this day and age - with such a strong focus on customer service - an organisation or organisations have the ability to give their customers the run around like this. Aside from the trauma of the experience of being held up at gun point I am now expected to deal with a disgustingly paltry level of service and I am also expected to be the person collecting information relevant to my claim!!!!! In other words I must do the jobs that MTN and MTN Insurance are paying people to do. UNACCEPTABLE!!!!!!