Mnt playing games

In March I insured my phone at mtn, On the 17 of October my phone was stollen an I went to mtn branch for a claim and I was not in their system fortunately the lady who was helping me print out my tax invoice and the insurance did appear in list of the things I am paying. She call the insurance department to enquire about my insurance and the lady called Zanele did confirm that i do have an insurance for the device with emei number same as mine she even send me the claim form,Now its almost a month the insurance telling me another story of they are not allocating any records with my emei number. This is very frustrating and annoying can you please help me