swim swap and insurance claim

Where do I even begin. I have never experience such in my entire life of customer services. I have claimed for a device from the MTN insurance and they declined it as they say they don't cover loss of devices that took place in a mall. I don't understand because i have my contract and there is nowhere it states that it is not covered should it get lost in a mall. I have been paying for this insurance for 1 year 6 months what for. Or is it a mistake to mention the word Forgotten on the statement I made. I don't have cellphone what do I do now. Its even worse to mention that I did a swim swap till today it is not done... The stupid sim card is not working and am being told I need to go to the Store directly again. Must I use my petrol again to drive to the store because of your lack of service ?. How will I even consider upgrading my contract with such services. Will I even consider getting the insurance with you guys. I want my claim from insurance or give me my money from the time I paid it then il buy it cash. I need this sim card to work before the end of the day. My number is ********** 657. I don't know how you gonna contact me as I don't have a cellphone.