MTN Insurance failure

I would like to express my extreme disappointment with the way my insurance claim for a ****** phone has been handled by MTN. My phone was ******, along with other items, during a burglary at my home in the early hours of the 6th November. I immediately stopped the SIM card and blacklisted the phone. I filled in and submitted a claim form , which had all the information required , including a Police case number. I was then asked to do an affidavit, which I completed and sent in. Then I was asked for an original police report, which I could not get as the police had this on file and told me all I needed was a police case number. I was then informed that MTN was referring the matter to the underwriter for review. That was nearly two weeks ago. All my email enquiries go unanswered. Incidentally, we have been paid out for all the other items that were ******. I paid the insurance on this phone every single month, but when it comes to replacing the phone, ****** in a burglary MTN does not honor the conctract SHAME ON YOU MTN