Cannot get a copy of my contract

Today I went into a mtn store inquiring about the insurance that I had taken on my phone. My phone was ****** so I wanted to know what I needed to claim from my insurance. The or tambo insurance rep handed me a phone and said call customer service because there's nothing I can do. . I called customer service to block my phone and I asked them for my ime number . They could not see it on their system . Fair enough but when I asked the customer service agent if they could get a copy of my contract he said to me THE CONTRACTS ARE IN A WAREHOUSE AT HQ AND NO ONE WILL GO THROUGH THE BOX TO FIND IT FOR YOU. my question is why does mtn have the contracts if they don't use it?? If that's what they call customer service they are in serious denial. . Extremely ****ed that I pay for insurance but no one can help me claim