*********** staff and inefficient service

I have been a loyal customer for a while now and have been paying for insurance for the past 3 years!

I recently lost my phone while at a party and claimed as per the norm on the 15th January 2018 (all documents submitted) I did not receive feedback from any of the people at MTN Insurance (Pinnacle Marketing). I have made countless calls on their number and sent out countless emails , and have been sent from pillar to post! I was even asked to resend all my documents as they were incomplete to which I resubmitted, and was advised I would be called back with further details! No one has made the effort to call or revert back to me with any further progress!! I called again this morning, only to be told that my claim had been declined because I failed to safeguard my phone!! Which is nonsense!! The reason I paid for insurance was to not be inconvenienced in any way possible should I loose my phone or it get ******!! I have went through my mails and did not receive an insurance schedule therefore all these clauses I am being told about are redundant!! Fact is my insured cellphone was ****** and now cause it wasn't "safeguarded" MTN refuses to replace it!!

I am highly appalled at the service!! I am without a phone yet I paid all my premiums!! I am now expected to pay for a contract phone which I do not have which I don't intend on doing should my phone not be replaced!!