Poor Service from MTN Insurance and Guard Risk

My phone which is insured with MTN Insurance fell on the 14th of December and the screen cracked which resulted to it malfunctioning. I called MTN insurance on the 17th of December and lodged a claim. To my surprise I was then advised by the call centre agent that the administrators have changed from Pinnacle marketing to Guard risk insurance. I had not previously received any communication stating that the insurance administrators have changed. The call centre agent then sends me the new claim forms and complete and send them the following day.

I followed up on the claim since December however I only got proper feedback on the 16th January 2020. The feedback I got informed me that my claim was declined.

1. Nobody notified me that the administrators have changed to guard risk. 2. Guard risk quoted a clause on the declined letter while I don’t have any existing agreement or contract with guard risk. 3. I have been with MTN insurance (Pinnacle marketing) for years and have chosen their most comprehensive cover and this is not the first time that I am claiming and have received great service in time unlike guard risk. If the administrator changed why didn't they send us an updated policy document so that I can bind myself on the new administrator rules? When I took the insurance I only signed a one pager and it didn't have the quoted clause. 4. Their service is very poor because they never kept to their SLA of 14 days. 5. I took my sim card out of the phone after It no longer worked and that is another reason they stated of their declining my letter. Who in their right mind keeps a sim card in a phone that isn't working?