Mtn Insurance - Claim ref no: ***

I am not happy with MTN. I put in a claim for my lost device on the 16 December 2024. I got a response on the 6 February 2025 that my claim is declined. I was told that the claim process does not take more than a week, but I waited. The email that I got yesterday does not give any reasons why the claim was declined, they just mentioned that it does not comply with the policy, terms and conditions. They also sent me an attachment that I cannot open . This is sad that I had to wait this long for something I will not be getting. I had to call them countless times so that they can review my claim . Everytime I called I got a different response from the consultants . I feel like the claim was unfairly reviewed and it should be reopened. I have been paying the insurance very well ,every month. I have submitted all the documents that they required from me. I have never claimed from mtn in the passed. I feel unfairly treated . It is not nice to pay for insurance but I knew I needed it for such unforeseen events. MTN, all I need is for you to live up to your side of the deal and give me a phone. I cannot work properly or perform my day to day things without a proper phone. I am currently using someone else's phone and this is uncomfortable for me. Please contact me regarding this.