TFG won't accept insurance claim

TFG insurance is a world of ****mers, My wife's phone was ****** and she's been paying her insurance and her account is up to date, now she filed for a claim now TGF is coming with all sorts of stories to avoid her claim, fone came with mtn simcard but she never used the sim and gladly told them that she did not use the sim and now that's their excuse i mean its been weeks going up and down from police station to the store and it's becoming costly to us and she app**** for jobs with the fone mind you, avoid shopping or insuring anything with TFG learn or perish