Pathetic Service Again - MTN Insurance is terrible!

<p>I am most unhappy with MTN Insurance as they simply DO NOT answer their customer care number *** - I have called at least 30 times and held on an IVR for at least 20mins or more on each occassion - until the line just cuts. My phone was ****** at knife point, I tried calling MTN Insurance on *** numerous times with no person ever coming on the line - just the same ivr over and over again until the call drops. I then went into MTN service centre at the Pavillion and even they tried the MTN insurance number with no luck. Having no handset and with the insurance not answering i had no choice but to upgrade my contract - I needed a phone and my contract was last upgraded in 2012. The fact that MTN was not answering coupled with my terrible experiance, loss in income and many other challenges experiance on my last MTN insurance claim I felt that I had no chice but to upgrade so I could continue business etc. Then o my claim was approved, I clearly informed the store manager and the assistant that I would now need to be paid cash into my account as I had no requirement for a second phone. I was told that they would communicate the same to MTN Insurance. I am now told that I MUST take a phone from MTN as their underwriter will not pay cash. This is unacceptable for me as I now have a new handse - why would I require another. MTN Insurance insefficiencies have led to me upgrading - the fact that I last upgraded in 2012 should clearly depict this. Now MTN Insurance refuses to pay me out - how can this be fair to someone who has paid this insurnace dilligently for 4 or 5 years and now that a claim is approved the underwriter does not wish to pay out nor have they sent me any correspondance at all. I find this to be a direct breach of TCF and I am simply not understanding the stance of the underwriter - I mean if you pay me the cash or if I purchase a new phone from MTN the cost to the underwriter should be the same .... or is there some "other" reason for this stance. I was not told at the time of inception that this insurance does not pay out cash and doccuments T's & C's clearly use the words "payout" and "payout values". Is this decision takenby the underwriter the right one, does it treat customers fairly, is it in keeping with TCF and is there not a requirement for full disclose by the FSB relevant in this matter. All I really want is the cash value of my insured handset or an acceptible outcome and communication by what seems to be an Insurance Provider / Underwiter that NEVER answers their number *** nor communicates drectly with their paying clients. Please HELP</p>