Insured for Non-Active Decoder??????

I have been a DSTV subscriber for over 4 years. I have also subscribed to Insurance cover for my decoder. In April 2013 I went to the Randburg branch to switch my decoder to the new PVR decoder. I requested that my older decoder be deactivated, and the new one made active. I also requested that the insurance be moved to the new active PVR decoder (because it does not make sense to PAY INSURANCE FOR AN INACTIVE DECODER DSTV!!!!) DSTV has since been charging me for insurance on top of my premiums. I contacted the call center this week as my decoder is faulty and would like it to be replaced and was informed by DSTV that my current active decoder is not insured and they can not help me (because the inactive decoder is the one under insurance). Because my request was done via their Randburg centre, there is no trail of it or proof of my record! How unfair is this? I was assured by your employee that the insurance was switched as per my request, so now it is my word against theirs??? How can DSTV charge me insurance on a non-active decoder???? If they are unable to meet my insurance claim they should refund me my premiums that I have paid over the years for insurance. I am tired of speaking to your call center agents over and over and sending my requests via writing, which seem to be falling on deaf ears. I want DSTV to sort this issue out immediately by replacing my decoder or refunding me my insurance premiums. In addition DSTV needs to refund my DSTV subscription premiums over the days that my decoder is not working (23/04) as I am not able to use your services. If my issue is not sorted out, I will take this complaint to ICASA and the insurance ombudsman. Zinhle Account Number: 784 724 03