Insurance claim mobile device

I lodged a complaint regarding the insurance for my device. The dispute was regarding the excess amount required and the insurance amount for the device, but to no luck I have received no response or assistance in this regard. This has become an inconvenience on my for a client that is up to date with their premiums and as such I am very disgruntled and unhappy MTN's service. From the endless back and forth it appears that the Insurance underwriter has changed from Guard Risk to Santam, this has caused a serious misunderstanding as the contract I signed can't be retrieved no email was sent just an sms which i am not in agreement with. I am also disputing the T&C's of my initial contract as the per underwriter has changed. The following concerns are what I am disputing: The book value of the phone was R24509 as per attachment and all my insurance premium payments have been in accordance to this value. The insurance now claims that I'm only insured for R20 800 and can only afford a phone within that bracket and no option or room for a top up or an upgrade. This is definitely not what I signed up for and is bad contracting, please look into this and address the issue of the phone value in relation to the premiums paid to date and also the top up option that is seemingly not allowed as if I am child. I have been advised of a 10% excess on the device value (R2083) to be paid. This is also not what I signed up for and bear in mind this will drop the payout to R18000 not the stipulated R20 830.

Can you take my matter serious as I currently do not have a phone after it was lost/****** as per the details of the case. Please kindly revert back to me by 12.07.2024 Mid-day so that I know If I have to take the matter forward or to the relevant bodies for further assistance before engaging legal assistance.

NB! There has been no response from MTN after numerous attempts in contacting them via email as the complaints department does not have a number which can be contacted if an email is not attended to.