MTN Device insurance is a ****

I lost a phone on 20 December which was insured. I did the case number and all they asked me for and then submitted to MTN insurance.

I’m now being told to bring a Contract Summary document.

Neither MTN (I’ve been to 3 shops) nor IStore can give me this document, which will apparently prove that I do indeed have a contract. Never mind that I’ve been with them since 2007, and upgraded multiple times.

I've sent them their own invoices that they send me monthly, showing I do pay insurance on the device

By the way they continue to debit me monthly for this insurance that they want me to prove I have. Seriously???