MTN Insurance Complaints - TERRIBLE SERVICE

Good day, My Phone was stolen due to kidnapping, and after my recovery, I went to MTN to submit the claim and MTN consulted MTN who told me that they can’t assist due to the fact that I don't IME no, later during the month I found the box of the phone and submitted the claim,

I received an email on my phone informing me to submit missing info, which I did, and Pinnacle consultant called who informed me that my claim was declined due to the following;-
• that I took long to claim, and
• my phone was not registered with the network
And I even I further explained to him that I went to MTN store and couldn’t help, I just felt like all they wanted from me was my money but the promised they made when joining the insurance

I would like to understand their terms and conditions of having insurance if it cannot assist when in need, and what was is the timeframe to report the claim and looking at the situation after recovering from the life and death threats

Regards
VM

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