MTN Insurance rejected claim

Firstly I would like to say that my experience with the staff at MTN Rivonia was very good. The consultant who dealt with me was friendly, efficient and helpful.

My issue is that I have been a customer of MTN for many years. My phone was lost and despite having paid insurance every month my claim was rejected by MTN. I feel this is unfair and to date I have had no means of having my case reviewed. The reason I was given was that I took too long to file the Police Report, although the SIM card was cancelled immediately. This is so disappointing because the reason one pays insurance every month is so that they feel secure should they lose their phone or have it ******.