Insurance

I took a contract from MTN Galleria on the 12th of October 2017, and a week later I took insurance. I call the consultant that originally helped with the contract to sort my insurance out and she sent me a sms the day later stating that the insurance is activated. At the end of October 2017 the phone fell in a little water. So I called the consultant and she told me to come to their store at Galleria to do the paper work. So I filled in all the insurance documents and she informed me that she would send the forms for me and that the insurance company will be in contact to collect the phone. So this went on for about 2 weeks, after contacting the insurance they stated that they didn't receive porting documents for the number that was ported onto the phone. So then we contacted the consultant she informed me that she sent through the documents. This went on for another week, only for us to find out that the phone wasn't insured by MTN insurance. Apparently they tried calling me to confirm the insurance details but I didn't answer their call. I was never told that MTN Insurance has to call me to confirm anything and the sms that the consultant sent to me stated insurance activated. Now the phone is not covered and MTN doesn’t want to fix it. We have contacted/complained to the area manager, regional manager and store manager but they don’t want to take blame for anything. They just don’t want to help me and the phone is not even 6 months old. Please assist.