These people don't pay out claims

I have tried numerous times to claim a phone that was ******. I have paid my insurance for more than 7 years and after forwarding all necessary documents atleast 20 times, they keep on claiming the IMEI number is incorrect. I have tried numerous time from MTN themselves to get the correct number and the also canthelp me. How can my phone be insured with a company and they just conveniently say if I dont have the number they dont pay??? How can they not have it on their system??? Its now alexactly 7 months later and still nothing. I have lodged a complain and al that happens is someone emails me saying I dont want to send them the number and when I reply begging for help, no one ever gets back to me again. I can't believe I paid thousand over the year's to this company for insurance on my phone and was not able to claim as no one is prepared to assist. I even had an email saying they are gonna investigate and when I beg for an email address so I can comunicate with 1 person and not a customer "care" email, they just never get back to me. I feel so ****** of my money and I feel everyone must know this. It is unacceptable!