undelivered service and poor communication by mtn.

I have logged a claim for my lost phone (SAMSUNG S5 IMEI NO:*** CELL NO:*** ID NO:*** MTN ACC NO:A***) I was told that my claim has been rejected as my my phone is not insured. Mtn claims that the other S5 with different IMEI NO is the one inured. I have no idea about that other phone. Below please find proof of application and see the IMEI NO I have provided for processing of the insurance.I believe that MTN have all my contract particulars therefore my numbers automatically should appears on the system with the phone and the correct IMEI I am using and paying for. it is not possible that a client can insure a phone that doesn't belong to her i asked MTN to investigate the matter and check who that S5 IMEI NO: *** belongs to and why is associated with my account and my phone. i havent got any reply from mtn as yet.i claimed on the 12th May 2015. I am paying every month.MTN does not bother to contact me at all,when i call the call centre they just say my claim if declined. i have proof of my application that shows the correct IMEI number i have provide when i apply for the insurance. hellopeter please assist as we all trust in you.