MTN Insurer Guardrisk Poor costumer service debit order agreement not done for phone insurance

On this date 25 October 2019 I went to MTN to get my new phone insured, and the consultant who helped me is Dianah Makanyanga I got a detailed insurance contract that it is valid once I receive an sms, I got a call on this date 28 October 2019 from a consultant from Pinnacle Insurance under Guardrisk Insurance Company Limited calling from a private number saying that Pinnacle is no longer under MTN but they will let me know when the new insurance company will be taking over I was assured me that it will be done soon before my first debit date 01 November 2019 which did not happen,

Then I got a survey sms asking where do I think this call is from I did not answer the question because I was timed out

To date I have not heard from any MTN consultant, my new phone is not insured no one is telling me anything they have not debited on the 01 November 2019

All I want is to do is get my new phone insured, so disappointing with this poor costumer service, clearly I m not a valued customer