FRUSTRATED WITH MTN INSURANCE!! someone plz advise

I am very frustrated with MTN Insurance. I took an IPHONE 6 on contract with MTN and I was asked if I needed insurance and I agreed. I was told i'm insured with MTN Insurance. a few months later my iPhone 6 stopped working and I took it back to the MTN shop at carnival mall and to my pleasure the phone was returned a few weeks later. i was then informed that the insurance has replaced my phone because it couldn't be fixed. I was told that my contacts are not on the new phone but that's was not problem at all. I was glad the phone was back. I asked if that was all and I was told there was nothing more. I asked for a copy of the exchange and yes a copy was given to me. On the 1st of march I went back the MTN shop at carnival mall this time to get my screen fixed. I was told my phone could not be found on the system and I was asked to return with my proof of exchange which I did. my phone was taken in and after a few weeks I started to worry and went to ask about my phone but I was told that they (at the MTN shop) could not get hold of the insurance company they hold on forever. they asked me to call instead. they gave me the *** number and I too called but as soon as I get transferred to the MTN Insurance I hold forever. I went back to the shop and I was then given an email address insurance @mtn.co.za but I got a returned message that I didn't have permission to send to that email address. I Email Alina (from the MTN shop) the message and she said she has run out of ideas and didn't know what to do next. I asked her to speak to her senior and she did and it seems things were taking shape. I was asked for all my information and I provided it again. a week later (now late April) I was told by the supervisor at the MTN shop that the insurance will not cover my claim because I did not update my IMEI number. what is an IMEI number and how and to whom was I supposed to update? why was I not informed when I collected my swapped phone? I asked the lady why was I not advised to do that like they advised me on the does and don'ts when I got a new phone. I am a customer here and I honestly have never heard of the word IMEI. I pay for my insurance cover without fail. all 3 of my contracts are with MTN and 1 is over 15 years with them. now I am back where I started maybe even worse off because I am now told to pay R300 to get my phone back but it will not be fixed??? surely if someone advised me to update my information , being the responsible adult that I am I surely would have!! the supervisor refuses to give me a number to speak to the MTN insurance stating that they will let me the same thing! how do I pay for an insurance I cannot access? how then will or could have updated anything when I cant even email the insurance?? I am so frustrated!!