Documents not sent to Insurance

I took a contract phone, which is I Phone 6 together with insurance which is stipulated on the front cover of the insurance. My phone got damaged during the end of March 2015 of which the screen broke. Went to mtn at campus square to complete the claim form. I waited and there was no response from insurance. I decided to complete another claim online which also yielded no response. Later during the April I received my cell phone notification for the deduction for April which came up to an amount of R2141 which did not make any sense to me. I called insurance and was told that I was not active on insurance. I than called MTN and was told that my contract was not on Prepaid as stipulated to the consultant. I asked MTN call center to change it to Prepaid but still deductions for the month of May came to R1901 which also does not make any sense. I was advised by the call center to go to the store. I went and was assisted by Claude (manager) who said he would investigate. I am still waiting as when I called he told me they were on strike. That is unacceptable as my phone is still damaged and getting worse.