Claim Ignored for 5 months

I have logged a query/claim via mtn insurance 5 months ago and I still keep being thrown back and forth between insurance and MTN for an issue that mtn should have resolved. I have not gotten any feedback till today. I am still paying full premium for my device yet I cannot use it as it is broken (reason for claim) and I am being told by insurance I am not covered by them even though I have claimed twice before. This is ridiculous. If I'm not covered then MTN needs to pay back the money I have been paying for insurance on my devices.