Refuse to assist with assistance on insurance claim

Visited MTN Ottery hyper today as I needed assistance with logging an insurance claim as I tried doing it via the website but have been unsuccessful. A consultant which I think his name is Raeez then mentioned to me that they are unable to assist with insurance claims as it's they stopped doing it because clients would keep following up with them instead of with the insurance company. I felt so bad as I tried doing it myself but an error message kept popping up saying docs unsuccessfully loaded. All I need was just assistance. The more I tell him that I even tried the call center and whatsapp line but it all fell on deaf ears. This is really bad service from MTN ottery hyper.