MTN CLAIMS REFUSE TO REPLACE MY PHONE EVEN WITH PROOF THAT I HAVE INSURANCE

Hi, my name is Zamile...Almost a month ago I lost my phone, a Samsung S8 and MTN Claims has been sending me from pillar to post. Firstly they told me the IMEI I provided, which was already blacklisted was wrong. They asked for every document you can think of ranging from monthly statements, contract summary and proof of insurance even after I had told them from the beginning that I no longer had original documents due to moving houses and an accident that followed shortly after that, which I'm still recovering from. I sent them all that I could get and even asked them to check the statement which proves that the insurance has been deducted monthly. They tell me they can't pay if there is no original insurance document signed. I can't magically recover the document and the fact that I am in their system should prove to them that I have insurance with them. I didn't want to involve my lawyer in this but it's almost a month without a cellphone and I need it for work purposes. All I need is MTN to replace my phone and I will part ways with them. They have lost yet another loyal customer. I keep dealing with different people everyday and have to start my story from scratch each day. I'm tired of your nonsense MTN and I'm going to the media to expose how you cheat customers. I WANT MY PHONE REPLACED AS SOON AS POSSIBLE! ***