MTN disappointing

Ref [#***]

I broke my phone by mistake and Then since the phone is insured I contacted MTN emails *** then ***; *** who then informed me that the device I bought from them a few months ago is not insured instead the phone I used to own 6 years ago is the one insured. Their insurance desk said I should send them a contract of the new phone so that they can check. Now the last 3 or 4 contract I have had with MTN I have never received any paper work with the device from as I have always bought online. I then went to the branch in Southgate for the contract and they told me that they cannot assist me and I have to ask the people I app**** from for the for the contract. I then walked out of the branch went to my car and started calling to try and get the contract. I was redirected almost back and forth almost 15 times with no help.

The next thing I will be told that I did not submit the claim in time meanwhile the support system is not efficient. Were I was told to speak to the online desk. I was give the numbers below *** *** 808 135 Which none of them were able to assist.

No I am puzzled. 1 . Why would you upgrade a clients phone 3 times and not transfer the insurance to the recent phone because If I asked you now to cover the phone I had 6 years ago. you would not? because now it looks like a trick to get insurance premiums without the intentions of covering.

2 Why is it not mandatory to send clients their contract upon every upgrade like you do with Invoices? Why can't they verify me and then ask MTN for the contract not me.

3. Why does the insurance group that you guys chose have to ask for the contract from me?

4. Why does MTN deduct insurance money from our accounts if their insurance group does not have our contract details. what are we paying for? [#***]