Insurance claim declined with no valid reason

My query is about a device that I have on contract from Mtn, its an Iphone 5s with the initial instalment of R460 but monthly together with insurance I'm paying R555. On the 27th of November 2015 the phone got lost in a taxi from The Brigde Taxi rank to Phefeni. The phone was blocked on the 28th in the morning I even went to the police station and received a case number:29/11/2015 I filled and e-mailed the claim forms On the 2nd December. On the 14thi received an email from: [Email Removed] which stated that they have processed my claim only waiting for the over write team to approve the claim. I never got any feedback afterwards I then called insure dept on:*** which no one answered. On the 7th January I then called 808 was told insurance was declined because I was using an incorrect number the consultant couldnt tell me which number is incorrect as I was using the number which the device was registered with:***. I then decided to go to Mtn in Carlton centre on the 9th was assisted by Skhumbuzo who couldn't give mea reason for the claim to be declined he then send the insurance dept an email and CC' d me. Up to today I still haven't received any response.