Mtn cellphone insurance claim

I bought my son a cellphone in 2017 May from mtn and I insured it. In August 2018, he was ****** coming from school, he is in varsity, we opened a case at the police station and I filled the form for insurance claim. Firstly I had to keep on calling them to check how far are they with the claim, today it will be we will call u after 48hrs, when I call after 72hrs it will be we will call u after 24hrs, then after no call 2days later I will call, till no direct answer. After 2wks, they send a message saying there are documents that are needed they will call me, no call after 2days, decided to call them, then im told that tey need itemised billing, nobody who works at mtn insurance have an idea where we will get the itemised billing from, they just said go to any mtn shop, went to 5mtn shops, send from pillar to post that I have to call mtn insurance as to where to obtain it from till fimnally somebody told me as it is a prepaid phone I have to call customer service they will direct me where to call. Finally called customer service, given a number to send my email adress to for the itemised billing, did that told that I will have to wait for 10days for it to be send, meanwhile mtn insurance is pressurizing me thati have 14days left for insurance to lapse. I wondered that if there was a time frame why did they take so long to attend to the matter as it was me pushing them with the progress of the claim. To date 1month later im still waiting for that itemised billing and insurance claim has lapsed, when I call customer service about the itemised billing im told to wait for it and insurance dept told me that its not their problem that I waited till the claim lapsed. So just a warning, think twice before u take mtn cellphone insurance. THEY DONT WANT TO HONOUR CLAIMS.