MTN and the device insurance is a Joke!

In 2019 I upgraded my contract via a marketing call from MTN after notifying me i was do for an upgrade. In early 2022 I had challenges with the device and although the contract had ended I was notified I was still paying insurance .The device ( iphone 7 plus) stopped working and I submitted a claim only to be informed that the MTN insurance does not have confirmation of purchase of this device and still had my previous phone so i needed to furnish them with proof of purchase or the contract signed. Weeks have passed and I still do not have any assistance on this matter or a copy of the signed agreement . 2.5 years of paying for something Now MTN has no documentation of this phone. It has been the most frustrating experience with a network provider Ive used for over 20 yrs.