INSURANCE BAD SERVICE

I claimed a ****** device from the1st of April from the MTN insurance claims,,i provided all the required documents to proceed with the claim but however i havent been assisted with a new device.MTN claims theres a second IMEI number i have to Blacklist but when i go to the store to do so,they are saying the IMEI has already been Blacklisted.It has been a back and forth situation where i'm not assisted where i have provided all the paperwork. I have requested a second IMEI number from them but they gave me a wrong one again where i went to the store to Blacklist but i have not been assisted. i have exausted all of my funds going back and forth my business is down as the phone was used for my business. its been exactly 2 months without a phone and assistance but my premiums are up to date. the service is really bad