Bad service by guardrisk/mtn insurance

In mei 2020 i upgraded my cellphone device from a samsung s9plus to a samsung s20plus and asked instore at mtn menlyn that my insurance must be brought over to the new device.In november my phone got ****aged filled in a claim form and emailed it to them the next day they rep**** me and said they don't pick up the device and asked if it where an upgrade I phoned them and they said they can help me but I need to go to the mtn shop where I upgraded get a proof of upgrade contract and the pick up letter so I got it and send it to them just to get a reply that there is no signatures on the forms and they can't help me I feel like I paid my insurance every month and was ****** of my money just to be stuck with a broken phone