Bad Customer service and MTN insurance Complaint

Good day to who-ever cares enough! I upgraded my phone to a Samsung A70 earlier this year, which included insurance. I was ****** on 29 September and lost my phone, apart from the frustrating debacle of trying to get a simswap done, I have now been battling for 5 days to get my insurance claim sorted! As you can understand I am highly frustrated at this stage! The underwriters need proof of insurance, which I was never provided with. Because some *********** person at MTN failed to update my insurance on your end….I have been bobbed around from pillar to post, around the mountain and back again! I have emailed and called about 12 times, MTN customer care, Pinnacle as well as Monitor SA and no-one seems willing, able or competent enough to resolve this… yet I get billed for insurance every month. MTN insurance underwriters keeps putting me through to Mutual and Federal, who keeps putting me back to MTN customer care who keeps putting me through to the underwriters - I PAY MTN for insurance, why is it even my problem to source the proof of insurance in the first place? I don’t care who what or how things went wrong that my insurance is not captured or available on the system, all I want is for it to be sorted IMMEDIATELY as this is delaying the replacement of my cellphone. Last week Friday I contacted the MTN call center and requested to speak to the call center manager, who was acting call centre manager Bonginkosi Ntongwa, who gallantly informed me he can only assist on Saturday, as he doesn't have access to the system, because the actual call center manager, Simon Sogo was on in... Why even have an acting manager if he doesn't have the required access to assist a customer. It is now Monday and no-one has come back to me. I have sent multiple emails about the same issue, and I am not getting any feedback! I have been a client of MTN for more than ten years. Adding to this, I called the MTN head office to lodge a formal complaint, and after explaining my frustration to reception, have been holding for 15 minutes - I now disconnected the call... Is MTN going to credit me for the days I didnt have my handset or insurance? My contact number *** insurance claim no MTNLA*** (lodged on 2 October 2019)