MTN Insurance didn't respond to my emails

Hello,

My name is Sihle Malinga. My mother had taken out a cellphone contract with MTN insurance for a Samsung Galaxy Note 9 and had explicitly told the insurance company that I would be using the phone even though it's under her name(Account).

The phone got lost/******, and we have submitted all necessary document. In the process of investigation which by the way took long enough to reply to, they have said the claim has been declined due to the fact that the phone got lost/****** with a different SIM card instead of the MTN Contract SIM card.

I have emailed them explaining that my elderly mother had told them that I would be using the phone with a different SIM card, but they hadn't registered that SIM card I was using (Vodacom SIM) nor have they taken the time to reply to my email.

If someone can help me out with this, I'd appreciate it.

King regards Sihle Malinga