Decoder not replaced

I had a decoder that I used since 2015 or earlier, in 2020 I bought a new decoder at pep and the I went to multi choice in Aliwal north to have it activated the lady that was assisting me sold insurance to me so I took it up because it was R20 now I took my decoder to multi choice for repairs and I'm told my decoder is not insured the old decoder is insured the old one ,and mind you I never insured that old one I did not even know there was insurance I was told when I went to activate the ñew.multi choice is a **** its either they refund all my monthly insurance or replace this decoder.