Cellphone insurance nightmare

On the 30th of August 2020 I visited Midrand MTN store as I have a contract phone and insurance...this is my second contract with them as I had lost my 1st phone upon taking out the new phone I was advised of taking out insurance which I did. My phone got damaged I visited the store to be assisted with processing my claim a week later I recieved no feedback I then decided to visit the store at Birch Acress I was then told that the person who assisted me at Midrand provided me with the incorrect ref, another week passed then decided to go to Phumlani mall but I was dismayed when I was told that no claim was logged for me it was a hustle for me to get help as the person who was assisting me wanted the exact date I purchased my phone in order to be assisted further this is information that I was never asked to provide before I had my ID with I believe the system has all that information long story short went to 3 different branches with a total of 4trips and till today nothing is happening I pay subscription on time but its hustle to put through a claim not forgetting that I use my petrol to make all these up and downs even their customer care doesn't help sent numerous emails with no feedback have about 4 references with no action I mean how can all these branches have such *********** staff its either they provide incorrect information or just dont care about doing their job..MTN get your act together and process my claim or atleast provide feedback.