insure your phone with MTN AT OWN RISK

My Name is Sbahle Khumalo, I am writing for the fourth time without an assistance.It's been a month now struggling to blacklist my contract phone and I can't submit insurance claim.i was given a Itc number but when I contact the insurance department they say the phone is not blacklisted.I feel like treated like a fool .You even have guts to deduct money month end but failing to process my claim.