MTN INSURANCE CLAIMS DEPARTMENT VERY POOR SERVICE

I've submitted a claim on 24 Dec 2025. I've received an Automated system response with the reference number indicating the request received. I've never received any response or communication thereafter. On the 5th of January 2026, I've decided to call and make a follow-up, only to find out that nothing was done, no call was logged, and they only log it after i called. I called again on the 8th of Jan for follow up i found A very rude lady called Lungile who told me the claim has been rejected, I asked why she told me how should she know with the very rude tone until i request to speak to her manager Jabulani he explained its not rejected I need to go to the MTN store to obtain the prove of blocking the phone which I've already submit to them on the 7th on the 8th I've been asked again obtain another prove from MTN which I've already submitted to them on the 7th. I have emailed it again as requested, and I have provided the second ITC number. If I don't call to follow up, they don't provide feedback. Till now, no phone. it's useless to pay for their insurance