Internal error

I have been a loyal customer with MTN for more than 10 year before and still with a contract plus insurance. I recently made a claim with MTN insurance because when I called MTN customer service they asked me to request OMS Pick up documents and contract summary to only receive those documents it took me 2 weeks to speak to the person who assisted me by the time I made an upgrade. Johannes Ngesi is the person who assisted me when I made an upgrade, and by the time I was making an upgrade I requested for insurance on my IPhone device I was upgrading to and Johannes assured me that my phone is under insurance. Now that I made a claim because my device is damaged, they are telling me that it's only my previous device that is under insurance and my current device isn't. Even when I required these documents 3weeks back from the store I made an upgrade from, Johannes said the document for insurance is okay, but today Mtn say my pickup documents are faulty. I have been paying MTN their money month to month to keep a clean record, but how am I going to pay Mtn but suffer an internal error made by they Mtn people. My Ticket ID is 717128. Even when I made a claim at MTN store on the 17th of this month, I had to go back to Mtn to hear their claim response but the lady that assisted me said she will call me. I am taking all these responsibilities because I pay alot of money for a device that I am not so sure I'll receive any time soon cause nobody is helping me, today I made a phone call to Mtn insurance and they suggested I go to MTN Mafikeng store and call them when I have to travel more than 200KM to the store, that's unnecessary expenses for me in these times of distress and still under hard regulations the government has set... I am also a student I use that device to access school emails and study materials. I am under alot of pressure.