MTN Insurance underwritten by Guardrisk- Dismal service from their 3rd party agency customer agents

I have been an MTN customer for 10 years with multiple cellphones over this period acquired on a contract package and insured. Over this period I have only claimed once from the insurance for a minor damage on one of the phones. I lodged a claim for my broken cellphone on 11 December 2023 and I am being sent from pillar to post and asked repetitive questions by their 3rd party agency customer agents for information that I have already provided that is required to lodge a claim. Even their supervisor didn't bother to call me back after holding on for what seemed like eternity on the phone when I wanted to escalate my dissatisfaction with progress made. To date there is still no progress and I have escalated the matter to a consumer protection body. My advise never take insurance for your devices with MTN insurance.