MTN making me run around for things beyond my control

I am an MTN contract client. On tuesday I was ****** and on the same day I blacklisted my phone and went to MTN to claim with my insurance. Yesterday i got an sms on my alternative number saying they got my claim forms. Today when I called to follow up I was told that there was a discrepancy with IMEI numbers. Insurance says they have a different IMEI number which is not the one of the ****** phone. The agent I spoke to told me to call MTN customer care and request my policy and send them proof that I’m claiming for the Iphone 6s that got ******. Cool I called customer care and the agent I spoke to said the IMEI number I gave them is the correct one and its the correct insured phone and that they cannot send me a copy of my policy because they can’t do it on their side. This is so frustrating because my hands are tied, firstly they failed to do a sim swap for me, now insurance is making me run around for things that are beyond my control. I need a phone for school and work purposes, I cannot receive calls from school or anywhere and I have exams coming up. I have been weeping the whole day because of this. Please assist further and contact me on my alternative number ********** 434.