MTN claiming no insurance, despite charging for it!!!

MTN charges insurance on our account and now that we need to claim, they very kindly advise us that we do not have insurance. Why then are you charging us the amount of R 90 plus VAT, if we did not have it???? I had my phone ****** and now cannot get it replaced as the consultant did not do her job.... I insist that the insurance amount gets refunded or MTN honours their claim and replaces my phone. I have paid for insurance and therefore expect to have my device covered. Regardless if the consultant slipped up or not. Really not my problem. I have paid for this and demand to have it honoured.