MTN insurance trouble

I am a customer of MTN with 3 contracts, a tablet, wifi router as well as cellular phone (Samsung s8 plus). My phone was lost on the 14 May 2019. I reported the lost phone and got it blacklisted and made a case with the police as required.

Insurance has rejected my claim based on the following reasons;

1. My account is in arrears – meanwhile I have made a payment arrangement with MTN, I feel the insurance is using this against me. 2. The simcard on the phone was the tablet number – this number is listed with MTN and I do not understand this can be a reason to reject cellphone cover. I did not cover the sim card but the device itself. This reason seemed quite petty for insurance to say.

I have been a good customer and have been diligently paying all my fees on time and in full. The one time I face difficulties with payment, of which I alerted MTN, it is used against me. I got insurance so I could be covered in such cases, paying close to two years for insurance only for them to reject and dismiss my policy like that is wrong.

Also, I think what also influenced the insurance’s decision is the fact that I am due for an upgrade this month end of May 2019. May you please investigate this matter for me. I feel cheated by the insurance and I believe there should be a better way of resolving this. I have been paying for years! And it seems like it was all for nothing! I am so disappointed and upset at MTN