Cellphone Insurance Claim

On the 28/10/2017 my car window got smashed and all my belonging were taken including my huawei p9 contract phone taken with MTN (Insured). On the 30/11 I submitted my claim with MTN insurance inclusive of an affidavit stating everything I lost and received an email from MTN stating that my claim has been submitted but there are a few missing documents in order for them to proceed. I contacted the Insurance call centre on 01/11 and this is when the consultant advised me that the IMEI number that I am claiming for and the one that the insurance has on their system doesn't match meaning that I have been paying insurance for the incorrect phone since the date of purchase (16/09/2016). MTN insurance is now stating that the reason for this could be that i upgraded my phone or i took it in for repairs without notifying them but I haven't done either of these. I spoke to another MTN Insurance consultant on the 02/11 who also didn't give me a way forward but suggested that I go back to the store where I purchased the phone and request an insurance policy form, so i went to Southgate MTN store and the lady who assisted me (kgomosto Matlakala) advised that she doesn't have the form on the system as the phone was purchased a year ago. On the 03/11 I called insurance again advising them of my previous experience with the call cantre agents and the gentleman i spoke to said that he would send an email to MTN CARES regarding my situation as they are the only people who can confirm which phone I actually purchased and what went wrong where. On the 06/11 I contacted the call centre once again trying to follow up on the response from MTN Cares, I spoke to Lungani at 15:05 who advised that MTN Cares hasn't responded and that I just need to be patient, I also spoke to Lungani"s supervisor (Lindi) who advised the same, that I should just wait nevermind the fact that I have been paying insurance with no hassle and now that I have a claim to submit I am being thrown from pillar to post.