MTN Direct - Insurance Claims department unwilling to assist in their errors

I have had a claim outstanding for over a month for a phone that was dropped, the phone was taken out via MTN Direc. I lodged the claim at MTN offices having being insured since inception with them. The claims department asked for my IEMI number which I don't have and cannot access on my phone due to the screen being damaged. They are unable to provide me with the number from the contract which they omitted to add and insurance has no record of the number either. I requested they escalate twice but call centre agents do not respond to emails or calls. I would not recommend MTN or their insurance as a result