Glicth between the store and Mtn insurance

My cell fone got ****** out of my house on the 4 of November 2015. I've report it to mtn on the morning of the 5 November 2015. The ask customer service consultant to block my sim and to block my data on the as it is a contract fone .The cellphone is a Blackberry z30 and the number is ***. When I call the insurance I was told that my old fone is insured and not the one that was ******. I had my upgrade since 25/4/2015. Ever since the upgrade ive been paying an amount of R500 every month until September I paid my account of an amount R4900 and October an mount of R420.<br> Up till to date I haven't received a new fone as there are problems between the sales person that did the upgrade and mtn insurance .<br> According to the sales person miss Thembilise Nxumalo, the fone is covered ,but on the insurance side the fone that is insured is the old fone and that is a BlackBerry z10.