Unfair insurance rejection

<p>I lost my insured Phone on 27 November and filed the claim the following day. I was told it would take about 2 weeks, but i followed up the following Monday and was advised by someone from Monitor administrators that my claim was declined, of which i didnt understand. I requested for the repudiation or rejection letter on the 5th of Dec and was told the supervisor will send to me the following day. I kept calling the following days requesting for that letter so i can query the rejection with their compliance before going to the short term ombuds but still got nothing from them. I have spoken to Noviwe, Nothando and Pamela who all promised their supervisor to call me but am still waiting. Its also funny that non of their agents could give me their compliance department number or email address to query with. I feel this case has been unfairly handled and dont understand why i have to make all the follow ups when i was told i am insured against lost, theft and destruction.</p>