MTN Insurance refusing to pay up.

I am beyond frustrated with MTN. My phone was lost in May during the time that they were striking. I was unable to blacklist, claim for a new one or even sort out the billing. the police station was also unable to give me a case number as there was a specific reference number required from MTN. So many things got affected because my phone was in the hands of a stranger and i had no way of stopping them from accessing personal information. Getting through to their customer service is also quite a mission as they do not answer. It is now October and still having problem sorting out my claim and now I have been told the claim has been denied, how do you possibly expect me to pay for a phone that I do not even have. You are seriously the worst service provider ever!!! I have been paying but after the incident I refuse to pay because right now I do not even have a phone due to the strike that took forever to finish. Someone please get back to me asap. I need my phone!!!