MTN Cancels customer insurance policy and refuses to reactivate it

One of your agents cancelled a policy on a phone without my consent. I’ve been paying the policy since 2019 - 2025. The stole my phone on the Monday, I go get a SIM SWAP on Tuesday and a replacement phone. On Wednesday my SIM SWAP is still not active, I go back instore. Once the phone is active I double check if the old phone is still covered as I'm still getting debited for it. An agent calls me on Wednesday, as I was in a meeting I ask her to call the following day. She calls the following day (I’m at the mall trying to resolve my banking as my apps and cards were on the ****** phone) I ask she call later or use a different line as she is inaudible. While I was walking I don’t hear my phone when she calls she then cancels my policy because “She called 3 times and there was no answer”, both her and her manager said this is MTN policy.

The agent and her supervisor refuse to reactivate my policy without a new number. I don’t have a new number, never had one and don’t want one. Why was this not explained in-store? As customers are we insuring SIM card/your number or the device.

It’s a work day! We’re not all sitting with our cellphones in hand. How are agents allowed to make such decisions on customer's policies? How are they making decisions on assets they did not purchase or a policy they do not pay for? MTN has had me on a run around since 10:21, issue is still not resolved. If I shared the email they sent me you'd be horrified!!