MTN Insurance

I applies for a contractvphone with MTN and my payements were always on fae. When i made the applicarion, i advised them that i already have another contract with Vodacom and they advised they wont be able to port my number since its a contract phone. At the store their so called champion couldnt call to the insurence department she advised me that i need to call them that was on the 29.12.2022 to insure the phone.

Guess what? I did as i was told. I insured the phone with mtn over the pgone and i was never informed that i need to insure my sim card as well. Since Dember 2021 i would randomly use their sim card on a different phone and never on the alleged lost phone because i was never informed thaf my MTN sim card needs to be on the phone at all times.

I unfortunately lost my phone due to theft and now their are declining my claim due to their sim card that was not on the lost phone. On what grounds? I was never told that i am insuring my sim card and not my iphone? I was never informed that i should never use a different network provider. If that was the case why was their phone not network locked? I am disgusted with MTN and how they **** people of