Insurance Query

I took out a cell phone Sony Z3 at canal walk about a year ago and signed up as per normal. This is the 3rd contract i took out with MTN.<br> <br> I was dealing with the consultant Fabian Joordan asked if i would like insurance with my contract. I told him definitely. I decided to go with the most expensive option and be covered properly just in case something happened. He confirmed i would be covered immediately.<br> <br> 1 year later 2 of my phones were ******, one with a 3rd party insurance through MTN called 24HR mobility and another directly with MTN.<br> <br> 24HR Mobility received all documents from me and i got the phone the next day after confirmation.<br> <br> MTN i have been emailing and faxing so long, wait for weeks to get a vague response without explanation saying no insurance on number. reply with all documentation i have and faxed again and never get a reply. Months ongoing.<br> <br> Finally decided to go to Canal Walk where i took out the contract with my documentation and they checked the systems and found they have sent it through but something happened. This was 23/01/2016 and spoke to manager Rowena who confirmed they raised an incident and would get back to Wednesday latest Friday and its ***6.