Poor Service MTN Insurer

A very poor service from MTN Insurance and they unfairly treat their customers. In 2018 I logged a claim to the insurer where the claim was approved and I received a new phone Samsung J7 Prime. Upon receiving the phone MTN insurer was supposed to update the MTN call centre with the IMEI number of the new phone that provided to me and the MTN insurer has failed to do so. I have now submitted a new claim as I lost the phone that was handed to me by the insurer in 2018. The insurer advised I need to block the phone at the MTN store so that they issue an ITC number for the blocked phone. When I went to the MTN store and also called MTN call centre they advised they cannot block the phone because they don't have the details of the phone handed to me by the Insurer, the Insurer has failed to update the MTN with the updated details of the phone.

Apparently, the insurer is unable to proceed with the claim because MTN are unable to block the phone and MTN advised the insurer are the one who failed to do their responsibility. This issue was also confirmed by MTN with one of your consultant 2 weeks ago.

As customer I am now suffering because they insurer failed to their job and they cannot proceed while are the one caused this issue.