MTN Insurance

Well first trying to submit a claim was near impossible because i did the upgrade online, i was transferred about 30 times and gave up and then tried the next day and eventually came right but with great difficulty because i processed my upgrade online. So any way being paying for insurance for over 4 years now with MTN to cover my phone incase of theft, ******, misplaced etc. of the phone. I lost my phone in December 2019. I have still not received any actual feedback. The only feedback i received is that "the phone was not being used with the covered sim card" which is impossible as i only have 1 sim card and 1 mobile in my name. I have asked for clarification and proof of this and all i get is silence and nobody answering my questions. I need answers ASAP and if this is the case on how you treat your customers for paying for a service i will demand a full refund of my insurance i have paid in full for the years it has been active as this is ridiculous, will definitely not recommend MTN and will cancel my contract if this is not resolved.