PHONE REPLACEMENT

I upgraded my phone Huawei P9 lite with Huawei P20 lite. On the 11th of May I took out insurance with MTN to cover both phones. I now have 2 cell numbers I was told I can use any number on both my phones or even swap them around if I want, but I decided to use the old number on the new phone P20 then the new number on the Old phone P9.I have a copy of my insurance contract to prove. 03/09 I lost my P9 lite, and put in a claim with pinnacle marketing, few days I received an sms to say some information missing , I called them to provide missing information. I called them about a week later to follow up, I was told that the claim is still in process they just waiting for feed back from usage department. today 18/09 received an sms to say information missing, I called them spoke to the lady and she transferred me to the guy buy the name of Musa Ntshapheka, he told me my claim was declined because I last used my phone in May, I Told him that was not true , I only swapped the numbers in May,he said according to their system that what it shows. Out of frustration I told him to cancel both my insurances, what upset me the most is he didn't even attempt to save the business I am giving to them, he immediately ask to confirm my email address so that they can process the cancellation. and I think the reason he did that is because its better to cancel the policy because they have already made money out of it, instead of replacing the new head set.

I responded to his email for cancellation requesting details or their complaints department and the copy of my usage statement, but he didn't respond. Funny it didn't take him long action the cancellation