MTN insurance underwritten by Guardrisk giving an 80 year old the complete run around for her claim. Poor!!!!!

MTN insurance refuses to assist my Grandmother with her claim. We were kept on hold for over 10 minutes with no response to the claim. Sent multiple emails and then receive a different reference number where they ask for the exact same questions every time (what is the case number) even though we provided it the previous time. They done send us responses to the email which logged the incident and then told us they lost the email and therefore waited for us to call in. What is this? Making it so hard for my Grandmother to claim for insurance she has been paying for years. Then told me they can’t call me back because my number isn’t registered as a secondary number on the policy but ofcourse my grandmothers phone is ****** therefore off, so how do they expect to reach us! So poor. Are they ripping her off because she is 80years old? This is pathetic! This has been going on for over three weeks with no assistance. Spoke to Happy in the call centre and then Kgotso who has no way of speaking to people and should t be in the customer service industry. Kept me on hold with no response or assistance!