MONEY BOFORE ANYTHING ELSE BUT NO PROPER SERVICE

they outsourced their insurance and have no clue how it works, I went to get a sim swap done at north gate on the27th but got told by a consultant to call insurance and get it from them, only to be told by insurance that I need to get the sim from the store and send them a claim for them to process!!!! my time my money waisted with the back and forth between MTN and the insurance company yet their debit orders are forever on time, the rudeness of the mtn staff and insurance staff took the trophy on that day. why do paying customers get treated like **** when claiming from insurance yet the premiums get paid monthly and on time without hassle. I have been paying for insurance since 2016 but the treatment I got was as if I got insured last week. I am shocked from all the years of paying for insurance this is the kind of service I get?