Insurance claim

I bought my iPhone last year May and took out their insurance same time. Unfortunately we had a house burglary at home on the 30th of January and my phone was also taken. I complailed all the necessary documents from the police statement, blacklisting the phone etc needed to claim. No one has gotten back, I had to always call them and everytime they would keep me waiting for 20 minutes that time it's my airtime then say the claim is being assessed for 3 months. They kept on debiting my account for 3 months without getting back to me. And after calling them again and again for months they decide to reject my claim by saying the simcard that was in the phone when it was ****** wasn't the simcard that the phone left their store in yet I was told as long as it's a MTN simcard it isn't an issue. I have tried making an appeal and till today I haven't gotten anything from their side.

Bad service, I wouldn't recommend anyone to take their insurance. Now I have to pay for a phone I don't have. They refuse to even refund me for the 3 months that my claim was being assessed by although they knew the results and didn't take any measure in communicating with me. If I hadn't been persistent in calling them to know the outcome of my claim. I'm sure even today they would still be debiting my account