Insurace claims

I have a complaint with the mtn insurance since i put my claim in on tne 26 january 2020 i stuggle with them when i phone on the 27 january they need some documents then i sent it to the the next day the same story need more documents and that i was not insured on this imei number when i ask why not they where taken each month my money they said that i never inform them of the upgrate so since the 3 july 2019 they were taken just my money for a phone that is still seald in the boks and never been opend since the old claim and that the sim was since 3 july in the new phone that i upgrate .Then they said that i first must update the new phone before i can claim oky then they said that they will update it .I Still phone them everday and every they say no its is not been updated yet and everyday they will do it again so everyday i phone and ask but everyday till now today 10 february 2020 it is still not updated so please can you help me because i pay but now they have everyday n story please help me resolve this