MTN phone insurance claim Complaint /nightmare

On the 6th of April I submitted an Insurance claim with MTN insurance as I lost my phone. I received an email and SMS that the claim has been approved on the 13th of April. Since then I have been receiving emails from different people requesting for the same information that was provided. What I fail to fathom is an email is sent to the same email address as opposed to individuals but people omit to take the time to check previous emails on what has been communicate to me ( the client) regarding the claim. It seems as if the Insurance claims department reply for the sake of replying and the is no care in the world about us the client. Its as if I'm begging for the phone to be given to me for free , I have been paying for the insurance. The experience that I had from the day the claim was approved has been a nightmare and makes one question why ensure devices if they wont be of any assistance when you need them the most . I have been extremely inconvenienced , I m angry , I'm disappointed and most of all I'm appalled by the service I have received. Ticket CLAIM ID: 820153 Today When I viewed my email I'm Asked yet again for the same information that was provided on the 13/04/2021 see below:

MTN Claims Apr 17, 2021, 11:57 AM (2 days ago) to Ayanda, me

Good day Palesa Promise ****siwa,

Trust all is well.

Thank you for the below email received. Kindly confirm if the device that is being claimed for was Dual or a Single Sim device.

Kind regards Mbali Ticket ID: 820153 Subject: Claim Priority: Medium Status: Answered

[Ticket ID: 820153] Claim MTN Claims Tue, Apr 13, 11:03 AM (1 day ago) to Ayanda, me Good Day PROMISE ****SIWA, I hope that you are well. Please be advised your claim has been approved, kindly proceed with excess payment and forward the proof of payment (slip) once done. Please see below MTN Device Insurance Excess Payment Details: Bank - FNB Account number – *** Branch Code – 260950 Account Type – Current Reference (ATS 80700) Amount: R300.00 Please confirm if your device is a dual sim or a single sim and provide us with your delivery address & contact number for replacement arrangement. Regards Sijabulile R.

Ticket ID: 820153 Subject: Claim Priority: Medium

Palesa Promise ****siwa <pale*******> Apr 13, 2021, 12:38 PM (23 hours ago) to MTN Good day

Please receive the attached proof of payment for Excess payment

My phone had a dual sim including a memory card compartment however the dual sim was not functioning. (P30 LITE HUAWEI)

ALL I WANT IS MY PHONE SO THAT I CAN BE DONE WITH YOU. YOUR SERVICE IS PATHETIC!!!