Bad service mtn insurance

Bad service!!! A few months ago my iPhone 7 plus screen cracked, I sent it in for insurance claim and was told I need to make a payment before they will sort it out, which I did, normally if an iPhone screen cracks the client gets a refurbished phone which is almost new, no not with pinnacle marketing/MTN insurance no, they replace the screen with a very noticeable **** screen, all the colors are dull which it should be really bright, not only that, the screen isn't flush with the phone itself, I left it because my upgrade wasn't far away, on the 26th of Feb I did an insurance claim and completed everything I needed to complete, made payment as per normal within the 1st 5 days of the new month, and I was told I just need to pay R1800 like I always ask when I make payment, It's now 8th March and tell me my insurance claim is declined due account being I arrears, I was sold 48 hours after I did the claim that it was wrong fully declined and they sorting it out al,ost 2 weeks later they say its declined due to arrears which could've been prevented if they told me at the time its in arrears because of the system etc... why did they not tell me, what I think is that they waited for time pass by so that it's too late for me to make the required payment so that my claim was still fine, the app o this tablet doesn't show I'm in arrears, every month I make payment I ask and never get told I'm in arrears,

Pathetic service from MTN insurance and whoever their underwriters are,

So I've been paying for a service that was nul and void from whenever and could never claim anyway.