Horrid service at MTN Mall of Thembisa!

I have had such a horrible experience with MTN Mall of Thembisa. I bought a device there and confidently insured it with MTN. Recently, my screen got cracked and my phone just stopped working. Instinctively, I go back to the store for assistance, as someone who has never logged this kind of claim before. The consultant tells me to leave my phone and all documentation and I will be called once my phone is back at the store from repairs. I ask if that is all that is needed as I want this to fall under my insurance and he assures me. To my surprise, 2 weeks later, I got a quotation from the manufacturer for repairs. When I called MTN insurance they told me they couldn't be liable as there was no claim lodged. This is so frustrating. I just honestly regret insuring or even buying from MTN. Such carelessness and blatant disregard for customers. I asked so many questions when I took my phone to the outlet - no one thought to flag the claims process to me, no matter how many times I asked. I returned to the store again to bring this to their attention and was just made to feel like my inconvenience was no big deal. Horrid service!!!!