Mtn insurance claim

I have never been so disappointed with a service. MTN store consultants will advise you thst you can insure two numbers and that the other can be a non MTN number only for your claim to be denied. I remember signing a document with both of my numbers and today I'm being told that they can't find it on the system. What's worse is that I can't go back to the consultant that assisted me on the day of taking the insurance because that branch was looted and is currently not operating. I've been paying for insurance for about 18 months now and this is what get from MTN.