Daughter cellphone

Hi I bought a contract at MTN for a cellphone for my daughter. We also purchased insurance that covers loss, theft and anything that can possibly go wrong. We were told that as long as the sim card is in the contract cellphone we will be covered to get another cellphone. During November 2023 my daughter cellphone was taken at a braai with her friends. Now MTN and MTN Insurance say that they are not going to give us another cellphone. Each agent we talk to says something different. We are now in January 2023 and we still don't have another cellphone. I'm very upset with MTN and MTN Insurance.