MTN insurance & their poor service

<p>I have been a client with MTN since 2014 & I make sure that my account is upto date &my debitorderson go through every month.i have lost my phone Last month and I called MTN to blacklist my phone which they did &gave me ITC ref number. After blacklisting my phone.on the 20th June I went to MTN store to fill out the forms for the claim and make affidavit &I followed all the procedures.since the 20th I never received any feedback from MTN until yesterday the 21st of July were I try to call because I have been trying to call them no one was answering.it happened that one of their consultant pick up the phone and I explained to her about my claim.</p> <p>She then promised me that, I will receive an email before 16:30.I did receive the email stating that my claim was rejected because my phone was not using the contract simcard on the time of loss.On the copy of my contract on their terms and conditions they never mentioned that you have to use the contract sim on the phone.I really don't know what to do because I have been paying the insurance since 2014.My MTN account is A ********** .My MTN contract number: ********** 872</p>