MTN insurance a mess

My name is Sibahle Khumalo , I have lost my Huawei Y7 2018 three weeks back and it's insured with MTN.ive been calling MTN (useless ) customer service for three weeks trying to block my lost phone in order for me to claim and been telling me its a new contract .They claim to have escalated my query to the head office but it hasn't happened . I feel like am being taken for a ride because I have been paying for the premiums. I am tired of wasting my time calling them to resolve this matter. I can be contacted on ********** 266..NB I use that number for business and personal use....now my insurance claim has been rejected because I couldn't report the phone before blacklisting it.You delayed me and feel like am being treated unfairly.i am really sick and tired of this kind of treatment