I NEED INSURANCE MATTER RESOLVED

I took the iPhone 5s for my son last year February, when we got the phone we specifically asked for insurance and they gave us two options to choose from and we still asked which is the best one and they said they are both good, and we decided to go with the mtn one not the 24 hours one, some how the lady did not fill that the lady from the mtn store called me again to find out if I wanted insurance, all along I am paying money thinking insurance is included but to my surprise when we tried claiming for the phone yesterday they tell me that we do not have insurance how is that possible they say we never took out insurance that is impossible because we did but there was nothing that could be done, please note that this very same MTN sp store (Maponya Mall) is the very same one that I had a problem with after taking the very same phone after they took me from pillar to post please check previous complaint I am seriously not happy with how mtn is treating me there always has to be a problem with them somehow and always, they are just *********** we now need the phone they tell me they cannot is it not best to change networks then if this is how they are gong to treat their clients,