HORRIBLE SERVICE AND WORST INSURANCE EVER

My phone was ****** in my gym bag at gym on the 14th of December 2023. I reported the incident at the gym and went to the police station to open a case and also called MTN so that the phone can be blocked. On the 18th of December I called MTN insurance and I was told that i need to submit a claim form which can be emailed to me or obtained at any of their stores, i opted to go obtain the claim document from their store in Cape Gate with the aim to request them to email it to their claims office as i did not have access to email since i was on leave, their store refused to email the forms on my behalf i had to go to the internet cafe. 2 days after the document has been submitted i followed up to check if it has been received, the consultant i spoke to confirmed that it has been received and submitted for approval, on the 28th of December i checked my emails if they have responded and there was a request that i furnish them with proof of forced entry, i called the call centre and clarified that the bag was on the bench where i was dressing up, the consultant that i spoke resubmitted the claim. I had to follow up again on the 02/01/2024 and was told my claim is being reviewed, i tried to do a sim swap whilst waiting for the outcome and struggled the very same store in Cape Gate told me that the system does not allow them as the number is blocked and that was it, i had to call the call centre to get the suspension uplifted. on the 06/01/2024 i received an sms that my claim has been declined and there was no reason on the sms, i then had to call again and request a reason, Today 08/01/2024 i spoke to a team leader that told me i should have had the phone secured at all time even if i go to the tiolet. The claim was rejected because the bag was left unattended in a public place, I have been paying for insurance for a year and the cover i took includes theft, loss and damage. I'm writing this review to WARN you guys about taking insurance with MTN as they will find any reason not to pay you.