Insurance application unknown / not activated

I currently have 3 contracts with Mtn, but recently upgraded 2 as the last one does not qualify for an upgrade as yet. After the 2 year period for the last one which only qualifies for an upgrade next year I canceled the insurance and opted for a sim deal only as the handset is still in a very good condition. However, the 2 I upgraded decided to take insurance out on the one. Upgrade took place on 17-August- 2020...1st agent called me on 22nd August to sign up for the insurance, after 2 weeks no police documents received so I decided to call Mtn, who advise there is no insurance activated on the number in question. I called back on 3-Sep-20 at 10h58 spoke to another agent who promised me that she will ensure everything is done accurately, same thing no policy document received ...i remember when I spoke to the 2bd agent we were at some point disconnected and she called me back. The telephone numbers in question is *** and *** and the times 10h58 and 11h13. On Saturday 12-Sep-20 I call Mtn Insurance again at 9h10 on *** and I spoke to Neo, once again I was assured that activation of insurance will happen whilst I'm still on the line and I will receive a sms confirmation and a day or 2 later I will receive the policy documents. The call was unfortunately disconnected and I called back at 9h34 but this time I spoke to Hilda Chauke who also assured me that the insurance was activated and I must just be patient., I will receive the sms confirmation and the policy docs as Neo has already explained my situation to her. Up until now no sms confirmation and no policy docs received.

I requested insurance for my handset 3 times and everytime it doesn't happen. Please advise if there is a problem.. Also, previously i had insurance on another number which does not relate to the number i requested iinsurance on. This is totally unacceptable and unprofessional . IF there is something I need to know, by all means please put your cards on the table. I have being a mtn customer since 1998, my record speaks for itself. Unhappy customer