Bad service

I am so disgusted by the service I got from santam mtn phone insurance....my phone was ****** in april 2024 logged a claim with them and they now declined it saying I wasn't using my contract number, which is a lie I receive data and minutes every month and that sim card was still active when my phone was ****** I was even loading airtime on that sim, I have invonces that I get every month so I don't get how my claim is declined and I keep on sending emails and visiting the store is time consuming can you sort this thing out asap