MTN insurance claim rejection

I bought 2 devices at MTN Boulders and took insurance for the devices. Recently lost 1 of the devices and MTN advised that I do not meet the terms and conditions and my claim was rejected. Tried calling their insurance department and the lady was rude and dropped the phone on me. She refused to send me the recording on when I was agreeing to terms and conditions upon taking an insurance. Worse part about this she confirmed that the terms and conditions were sent but the email address does not even belong to me. its been a month waiting for their response, I send emails daily but do not get any feedback.