Insurance Claim

Hi, I am now at my wit's end, I took a contract phone for my son with MTN and the device was insured. Two months down the line my son was ****** they the replaced the device. This year in June he was ****** again and I submitted the claim. Ever since then I have been taken from pillar to post. I'm still paying the full amount for the device and insurance. I have sent all the documents to them even the case number and the affidavit from the police station. I am so livid with the treatment that I have been getting and want to complain further to the ombudsman.