MTN Insurance Claim Delay indefinately

I'm highly disappointment at the treatment I have received at MTN Rondebosch(Riverside Mall) in Cape Town, of the handling of my Insurance Claim, after the trauma I faced with my Cellphone being ******. I have been waiting on them to get back to me about my Case now for 3 months. After a mistake that one of the MTN staff did, By UN-blacklisting a previous IMEI number. Which the insurance company(MTN 24 Hour Mobility) picked up that the other phone was UN-blacklisted. Which made it seem like I was conducting *****. The insurance Claim had already been approved and I had to just pay the Access Fee to get my new cellphone delivered. My claim has since been declined and the Store Manager at MTN Rondebosch has been promising me that Her Manager has taken the Case up with the Insurance Company, since I'm not the one at fault. I've been waiting ever since then to hear from them. What's worse is that my Contracted has ended with MTN and I'm now paying only the Insurance on my cellphone. So now I'm paying for something that isn't even with me. This is very frustrating and ridiculous. Can MTN give me answers please. These are the last Email I got from MTN. Your handset has been blacklisted by MTN Service Provider. If the handset was insured, this document will serve as proof of blacklisting.

Account Number : A ********** Cell Phone Number : ********** 9600 Make & Model : SAMSUNG/SM-G935F Galaxy S7 ... IMEI Number : ********** ********** 0 Date Reported : 2018/09/08 ITC Reference Number : ********** 6 Your query has been escalated with reference number 1- ********** 4989.