MTN insurance claims

MTN claims have been giving me the runaround for a month after I claimed from insurance when my device got lost. I contact MTN they told me to go to the nearest MTN store, I went there so the phone can be blocked and I was told in store of which documentation I need to send via email to MTN claims, the documents were sent through and I was then told to send an excess fee of R658 even after I have been them for three years straight every month. I paid the excess amount and they are still giving me endless runarounds, MTN now expects me to go to an MTN store and I find a consultant and his/her number so that MTN claims can contact that person to receive the phone on my behalf. My question is why do I still have to pay the insurance if I’m given this much runaround when I am now claiming, they can remotely do such but expect me out of my own pockets to go find a consultant of their own. MTN’s service is very poor, the insurance claims is even worse, I’ve been this much money to get an excellent service in the time of need but it’s not what I’m getting. But when it’s time for payment from side, no time is wasted whatsoever.