MTN INSURANCE/Guardrisk

I am very disappointed with MTN insurance/guardrisk. I have two devices insured with them iPhone 7 now SE 2020 and iPhone 11.upon taking the 2nd device iphone11, I asked the lady that was assisting me if I can still continue insuring the iPhone 7 with a different number/service provider and she said yes.

The iPhone 7 was then damaged and I claimed it while using another service provider, it was fixed by MTN and returned but had few faults and they recalled the device and I was given a different device the SE2020 by MTN insurance.

Now I’m claiming the same device SE2020 for damage, this time around it’s hell. They declined the claim saying I’m using a different service provider, my question is why was same device approved the first time with the different service provider now being rejected? Mind you I’ve never missed any payment and they are still quoting me for the same device they rejected. How is it possible? I have requested all the calls I’ve made regarding this device about the insurance and I’m still waiting, I put the claim on the 04-12-2023.