Mtn insurance false promise

I've reported my phone lost on the with Mtn 2024/02/01 went to the police station for affidavit then went to Mtn mall of Tembisa. They fill in the claim form.... I have been calling the insurance department since then to date.... Two weeks back I made I follow up and the told me the claim is approved and told me to pay R360 admin fee which I did now every day they send me email that I should provide them with proof of payment, address, name and Surname and alternative number, then I send them and they continue to send me the same email so now it's like they don't intend to help me they don't care that I have no phone since February till now and they still deducting the phone and insurance.... Kindly assist