Mtn and phone insurance

I have been a very long time customer of MTNSA since I had my first phone number and have been very satisfied with their service... However a while back I got a new contract and handset and MTN Kathu at the Village mall asked if I wanted to take insurance on the phone and I agreed. I filled the forms and did all paperwork... Almost six months ago now my phone was ****** and I went to report it with police affidavit. Three months later I am told that the person that did my contract was a temp and that she did not load my insurance and that I had to check if my insurance deducted..?? This is not my fault, they did not do their job correctly in the first place!! And now I am sending e-mails and getting no reply. I am not happy this is unacceptable!!