Device insurance claim

On the 9th of February 2024 I lodged a claim to TFG insurance (it was on a Friday). The following week from Monday to Saturday I was calling them to find out about the progress of my claim. I was told that it’s still going through “registration”.. fast fast forward I kept on checking on the daily.. I was told that I need to go to the other service provider to get the second IMEI number, they couldn’t do it.. because the device was already blacklisted by MTN. now, one of the consultants advices me to contact SAMSUNG, I did exactly that.. Samsung responded through an email that they cannot help me with that. I forwarded the email to them at monitorsa… on the 26th, the consulted assured me that my claim is with the supervisors, they should contact me within 24 hours.. today the 28th of February I am calling to find out that what is going on. I am then told that I have to go to the Police station AGAIN!!! And write an affidavit that states that my device was using dual simcards.. I am so defeated, I don’t know what level of incompetency is this. Why is TGF connect and Monitorsa are dragging this whole thing because I believe that I have provided everything they need from my side. I am very disappointed. I wouldn’t advice anyone to take a TFG insurance!