Mtn insurance horrible

Good day, I'm not someone that does reviews I'm genuinely writing this as my last resort hopefully,something good will come from this. I lost my phone about a month ago the 23rd July 2022. I do have insurance which I've been paying for a year at MTN insurance. I did the blacklisting and everything for about two weeks after that I had to incessantly call to get the claim going. The claim is finally in being processed. I check up on this supposed claim everyday and it's been at the assessors. It's been more than 3 weeks now and waiting period is 14 days. I have not heard anything when I call they keep on saying that they will make contact yet nothing. When I check the status of the claim on the website it actually says Decline review. I spoke to one agent he has informed me since my phone was a dual sim. It was an A22 they struggling to see the data usage of the phone. It's my first claim with MTN its actually one of the most debilitating experiences I've had with them. Every agents has no information, I've sent multiple emails. And honestly I don't know what to do. I've been paying my mtn account diligently yet this is how I've been treated. Could I please help with this