Do you just debit and not deliver on your services

Hi there,<br> <br> Initially when you take pay monthly instalments for your phone's insurance, you know that should anything happen to your phone that you covered. I claimed last week Monday and the turn around for these claims is considered 24 hours. I have been calling and calling and next thing I am told by the automatic system that my device number is not insured, mind you this is the very same phone I pay insurance for every month. On the other hand your consultants are never available to top it off. I have a smashed screen and would like my phone to be repaired and because I need a phone I need a loan phone as well. <br> <br> Every time I have to always experience problems before anything is done. I really don't understand how you just don't deliver on your services as you would. This really frustrates me, I just want my contract to end with MTN because this has been one of the worst experiences in my life when it comes to phone contracts.<br> <br> Even till today, I still haven't had a response yet I pay insurance every month. So exactly what is suppose to happen? Am I suppost to pay the money to fix my screen when I have insurance?<br> <br> I am really fed up with your service honestly.