Dissatisfaction of MTN

I am disappointed with MTN for their service having been a loyal customer for 5 years. I went to Greenacres mall to make a cellphone payment of R318(package and insurance) on 12/12/18 and made it clear that my intentions are to be up to date.(Paying what is due) My phone was ****** 31/12/18 ********** I did all the necessary processes for them to say that my claim is declined for non-payment of premiums. I feel that they have fallen into the stigma of insurance companies that do not want to pay claims but receive premiums.