Very bad communication and service

I am highly disappointed in their service. I cancelled my insurance with them in an MTN store on the 15th of November 2018. I received an sms the same day stating that my MTN insurance is being processed for suspension with reason : Customer request. my reason for cancelling the insurance was because I upgraded my phone and was no longer going to use the Iphone X. my daughter starting using it and as i thought the insurance was cancelled and the monthly amount was what the lady in MTN told me it would I assumed the insurance was cancelled. on the 7th of August 2021 the Iphone x in question got damaged. As I thought I didn't have insurance on it I decide to upgrade my contract again. On the 14th of August I went to the same MTN store again to upgrade and was told instore that the insurance for the Iphone x was never cancelled and that I was still paying the ''cancelled'' insurance. i was not happy, but decided that as I paid for the insurance I was going to claim for the damaged phone. Well, needless to say after waiting ten days for them to respond, Guardrisk decline my claim stating the reason being is that my sim was not used in the phone. The reason why cancelled the insurance in the 1st place was because I upgraded to another phone, so of course my sim wouldn't be used in the phone. I then send them a email last week asking for my premiums back from the time I cancelled the insurance or that the repair or replace the phone. i also in the same email again asked them to cancel the insurance. on Saturday, i received my MTN statement, and check it, as i should have done, but never do, and saw that the insurance was again deducted! i would like them to please cancel my insurance with immediate effect and either refund my premiums from the 15 November 2018 or repair or replace the phone in question.