Cell Phone Insurance claim complain

My phone got ******, I bought two phones via contract and insured both of them, I then cancelled the insurance on the one device and left it on the Samsung S8+, when I claim, they tell me that I cancelled on both devices, I asked them to listen to a recording when I cancelled the insurance, they said they'll get back to me, I am still waiting!!! My cell phone number is ***, the one I cancelled insurance on and the *** number (****** phone) the one that should still have active insurance. MTN Insurance Claims contacted me asking if MTN has advised them that insurance was cancelled due to non payment.