MTN insurance

I lost my phone a month ago. I register my claim with MTN and submitted all the documents they need. I was getting emails on missing info. I respond and even called them if is there anything they need. Last time I called I was told to wait until Thursday last week. I called them the lady who answered my call said she does not think they will approve my claim. I Went through my policy and it says my phone. Is covered for all risk. The process is dragging and frustrating. You can't even go to the shop for assistance and this insurance thing only allows calls. Every time you call it is a different story.