Customer cellphone not insured due to negligance

November 2014 I took up a 24 year cellphone contract with MTN at the Fourways Mall branch where I was helped by a Mary Ndebele, Sales Consultant. I asked for MTN insurance forms which I was given and filled them in with the relevant signatures from myself and the sales consultant. I asked what I needed to do from my end and she said everything would be taken care of once she sent the forms, that a consultant from MTN insurance would get hold of me should there be a need for additional info. 15 March 2015 my cellphone is ****** and I confidently follow the process of reporting the phone and get a case number from the police. When I call MTN insurance they never received the forms therefore rendering my phone uninsured. In a 2 week back and fourth between Mary and her Manager, Lerato Masilo, I have been taken from pillar to post about emails sent to area managers who are on leave, and a Michelle Sparks( Cellnetwork National Operations Manager) with no way concrete way forward. Furthermore I received an email from Insurance queries stating that Mary tried to scan through the forms a week after I had cancelled my SIM card and reported the phone ******. I just cant believe all this!