POOR CUSTOMER SERVICE

I made a claim and this is what I got from MTN.I just received a message from MTN on my claim number MTNCC ********** and on following up am told that my claim is cancelled because the phone was not safe guarded, something like that. I do not understand, am I wrong to be honest and stating exactly what happened with my phone. The message I got says there is a missing information, which information because I explained everything to them.

I feel that this is not fair , I have been paying this insurance and if I want to claim I am told no we cannot assist you, was I suppose to lie to get it replaced. I need clarity and I need to be assisted because I lost my phone and nobody told me what to write when I do the claim, or nobody advised me to lie. Am I being punished for being honest.

WHY SHOULD I LIE TO GET A REPLACEMENT.

I send a complained to customer care department and am not getting a response from them.

VERY UNHAPPY WITH THE SERVICE RECEIVED,I NEED SOMEONE TO SORT OUT THIS PROBLEM AND TELL ME WHAT TO DO TO BE ASSISTED