My claim rejected without proper research

Very disappointed on MTN insurance and Unathi(consultant)

My phone got damaged and I contacted MTN claims department within 30 days of damage to report my damaged phone and informed the consultant that I am having financial problems so I won't be able to pay for access,I was then adviced to get claim form at any MTN shop and submit as soon as I have access as I have done before with my claims..

On 2019-09-11 at about 15:45 I received a call from Unathi and she informed me that she is rejecting my claim because I have not used my phone since 2017 Which is a lie because I have been getting my phone bills of calls in and call out of 2019 of the same phone and my contact is still active.and also said I reported late so she won't approve my claim without even explaining further she dropped the phone on me and till this day 2019-09-17 she has not contacted me or anyone from MTN insurance...I feel disrespected as I have been paying my insurance accordingly and followed the right procedure as I did before to claim what I believe I have been paying for.

Regards ME Mohlabi ***