Insurance not processed

I app**** for insurance when i did an upgrade last year. The insurance was processed at MTN Mall of Africa, Around December I realized my insurance was not loaded so I called and went to the store. We then called insurance department and I spoke to Erika, she advised me to send the proof of the USD Ref ********** and as well as the paperwork, she also advised she will submit my insurance application. Email was sent and then I assumed that my insurance was loaded. On the 09/10/2017 When I wanted to submit an insurance claim was then advised that I do not have insurance. I have all relevant documents regarding my query, I do not understand how is possible that I dont have insurance. If you can check my account I always had insurance.. I did not have insurance 2016 because I didnt upgrade my device. I want my claim to be processed, This is not acceptable. The store did everything they were supposed to do, I also played my part but MTN insurance did not do anything. As a customer I understood that last November MTN changed its insurance, that is why I made sure they I check that my application was received.