Contract for my old device LP Mothoa Ref ***

I had a 3 years contract with mtn then march i upgraded. However I was not okay health wise during my upgrade so I didn’t use my phone and I was not on any phones, I only recoved now in May. When I contacted them via email: *** they said i should provide a Doctors letter as proof because it's over 30 days and I did but they are not providing me with any feedback, they tell me to go to the store. And the store says I should call them and when I call they said I should email when I email they are providing me with the same information of over 30 days. Tell me as a client who was with them over 3years and recently upgraded so basically I'm still having a contract with them. I only request that they Insure my other phone that I was using before upgrading to my new phone. Is that difficult to ask for. Worse I didn't do it purposefully it was beyond my control. So I was supposed to focus on the phone instead of my health