Failure of MTN to honour insurance agreement

I have been a loyal MTN subscriber since the 1990's. To date, I remain an MTN subscriber. However, this week's events are certainly going to make me re-evaluate who I give my business too when it's time to take out a new contract.

I've been paying insurance on my S9+ for 3 years. I upgraded my phone to an S21 a year ago. My S9+ now has a cracked screen as I dropped it when cleaning out my drawers and you are now refusing to honour my insurance. Why??? I've spent almost R400 EVERY SINGLE MONTH for a year, while my phone has not been in use and now that I need it repaired, you are refusing to honour the agreement. This is absolutely unacceptable. I expect to get the phone repaired and that my contract will be honoured.