MTN DOESN'T WANT TO PAY FOR MY SIMSWAP

So I have been paying insurance at MTN for over two years which includes simsure, but after I lost my phone and claimed for it I was told that I have do to a swim swap then I can claim separately for the sim swap fee. I received my phone but they dont want to refund my R150 for the sim swap. I'm being told my simcard is not insured, how is this possible when there's an "simsure" fee on my my contract which I'm paying and the cell number clearly stated there!!!!

I'm so disappointed at this poor service and I will be cancelling the contract.