Insurance invalid on Iphone

I have been with MTN for the better part of 15 years. Several years ago they offered me insurance with my upgrade to a blackberry. It made sense to take it at the time and all the paperwork was handled by them - as they sold the product. Two years ago I upgraded my contract again taking an iphone 5s. I was asked at the time if I wanted to maintain my insurance. I asked them to please confirm what it covered again and they explained that it included theft, damage etc. So I agreed to keep on the insurance - assuming that they would update the records from their side to the new product I had upgraded to - as MTN initially sold me this product, and I was not told otherwise... a week and a half ago my iphone was ******. I went through the correct procedures of blacklisting the phone and opening a case at the police station so that I could phone the insurance number I was given by the MTN consultant (last week) with the case number. You can imagine my utter surprise shock and anger, and now just sheer disappointment in MTN, when the insurance provider told me the product they had on their records to insure was still my blackberry from over 2 years ago???! Where was the client care??