Horrible service

I recently claimed from MTN Insurance as my phone was lost/****** on the 10 February. I was not receiving a response I then followed up to enquire as to what was happening with my claim on the 20th of February. I receive an email on the same day stating that my claim has gone to the authorisation department. Then silence. I again follow up on the 28th of February where I am told my claim is with the underwriters. On the 4th of March I get an email saying that my claim cannot he honoured and they attached a letter saying it cant be honoured as the sim card on the phone was not the one registered with the policy. I am then confused and then reply to the mail and ask what this means can the person please explain it to me. The mtn claims department then answers and says that any disputes I have, I can forward to guard risk. At this point I asked for further clarity and explanation on the email.Ok this was not answered. I then send an email to the provided email address as directed about my "dispute" on the 4th of March where I again ask for further explanation and ask which sil card was on the phone as per my knowledge the sim card is the same as what I received when I bought the phone. I receive a response that they have requested the claim file from the administrators and will get back to me within 7 working days. At this point I have been with no phone going on about 4 weeks. I then receive an email from mtn..seemingly coming from the administrator on the 7th of March not guard risk as their email had stated. Nonetheless, it also states that my claim has been rejected as the sim card was not that on the phone at the time of the incident. They also do not tell me which sim card was on the phone which is what I had stated on my email where I required further understanding. I then state that clearly I am not understanding the quoted terms and conditions and no one is having the decency to contact me to explain this to me - this on the 7th March. I am still to date yet to get evidence of this sim card that was on the phone or a phone call to explain all of this to me.