Bad Service from MTN

I have been a MTN client for about 11 years, I have never had a problem with them until my new phone was ******. It was then brought under my attention that my insurance was not up to date? Even though I was never informed and was under the impression that, when upgrading and the consultant, asks "do you want insurance" that all is taken care of. To my surprise when I submitted my claim, Pinnecale Marketing, refused to honor the claim as it WAS MY RESPONSIBILITY TO UPDATE! I find this unacceptable as why then do the consultants at store level offer a service that does not exist or at very least inform the clients that it is their responsibility to update the insurance. As I feel that, if the service is offered to which you agree, then it is taken care of, regardless of what the contract says. With all this being said, the most disappointing is that MTN, the service provider, assumes no responsibly and constantly passes the buck to their service provider Pinnecale Marketing, who has after two months NOT responded! I have sent many emails and tried 10's of times to speak to someone, and escalate this issue, yet the call center do not respond to the emails, except an automatically generated email with a reference number and there after nothing. When asking to speak to a team leader or supervisor, they are always in meetings and not able to take the call, only being referred to Pinnecale Marketing once again who do not respond!