*********** employees and unfair customer practices

I took out a phone contract with MTN in 2021 and took out insurance as well. My screen needs to be repaired (Dec 2023) however when I submitted the claim to mtn insurance (Admyntec) they advised that the incorrect device was insured and not the one I have. So although this error was made on their side, in order for my phone to be repaired, I have to pay the back bill of R864. This wasn’t my fault as all the documents I have, clearly has the correct information. I honestly do not understand why I am being charged for an error made by Admyntec