MTN DEVICE INSURANCE IS USELESS!

I am greatly disappointed with the service from MTN and their insurance provider. I lost my device, which was insured and now after countless emails and documents they still have not helped me. What is the reason for MTN to offer insurance on a device but be unable to assist a paying client when I request insurance to cover the loss? and at the moment am using the mobicel twitwitwi while am paying the insurance ,is that fair?