Insurance paid for nothing

I upgraded my contract and took insurance with MTN seing as they are my network service provider and thought it would be good to insure my phone with them to avoid a lot of admin. My phone then got damaged in August and i phoned to find out about procedure. Nthabiseng said I need to come to the store to fill in a claim form and they'll take it from there. I came in and completed a form (THAT I COULD COMPLETE ELSEWHERE) and received a claim number. I was told that a service provider will come collect my phone. I then received an email from them saying \This email serves to confirm that your query has been received and will be attended to as soon as possible. Due to a temporary issue that we are addressing