Mtn
Insurance claim declined without a valid reason

I have a contract phone sim card with MTN in which they are both covered by their insurance.after having lost the phone a few months ago, i followed all the neccessary produres but the claim was turned down.the reason given to me was that i didnt update some information after collecting my first phone that was paid by the insurance.no one from MTN has ever told me about the need for such updates, even the consultant (Rose) that assisted me at their outlet in Midrand assured me that the phone & sim card would still be covered by the insurance.i was then given a fax number & e-mail address in case i wanted to dispute the outcome.a few weeks ago i wrote a fax and e-mail to the department in question hoping that someone will look into my complaint and come back to me about the findings.as a loyal customer to MTN, I am very disappointed that until this day no one has ever contacted me from the service provider.the most painful thing is that currently i dont havent had the phone sim card for about 3 months but my money is being deducted every month even after the incident.i dont know why the insurance department still deducts my money even if i dont have any of their products.please help