MTN the worst insurance service provider

I advise you all not to take any cover for your mobile devices with MTN insurance. They are the worst. My phone broke beyond repair on the 11th of August and contact MTN Insurance (Pinnacle marketing) to notify them of the incident. I was being assisted by Musa Ntshapheka who was so eager to decline my claim. At first he declined my claim on the basis that the account was in areas at the time of the incident. He even indicated that on his system he could see the account was in arrears. I then disputed that I had made a payment arrangement with MTN together with a partial payment. In his response, he further declined the claim because I could not prove that there was a payment arrangement. My question was that he had access to my MTN information how come he could not see that indeed a payment arrangement was made. It appears as if he was trained to decline and not to provide customer service for the client. This is evidenced by the manner he handled my claim. He could not even provide me with my insurance contract when I asked on what basis do you decline a claim on the grounds that it is in arrears. I even went to MTN to get my contract and noted that the contract itself stated that my contract could be repudiated if its in arrears for more than 15days from the payment date. He could not even interpret that. I must say, these guys are very unprofessional. Clearly they are trained to decline and not to provide a customer service. They are happy to have received my premiums for over 20months and they will look for every reason to decline. Even any reason outside of the contract. What legal prescripts do they apply?? Noticing that this guy is not helpful, I requested to speak to a manager and was referred to Jabu Buthelezi who appears to be in KZN. She requested for the proof of my payment date (something she can see from their internal systems) together with the proof that I settled the arrears within the settlement date. I must say the communication was prompt up until I submitted all the documents that they required and there has been silence since then. When I contacted Jabu she then sent an email notifying me that they will revert back to me and until now they have been quiet. THESE GUYS ARE USELESS. IT IS HIGH TIME THE ENTIRE COUNTRY KNOW ABOUT THEM. THEY ARE DAMAGING MTN REPUTATION AS THEY CALL THEMSELVES MTN INSURANCE AND WHEN YOU CONTACT THEM THEY SAY THEY ARE NOT MTN. PERHAPS HEAD OF MTN MARKETING AND HEAD OF GROUP RISK NEEDS TO BE NOTIFIED OF THIS. I ENCOURAGE YOU TO READ YOUR POLICIES.