MTN Handset Insurance Claim.

I recently had the occasion to submit a claim against my MTN handset insurance that I always take out with my contract. When I submitted the claim I was informed the IMEI number on my claim did not match that on the insurers database. It turns out that the new handset provided when I was upgraded in December last year had not been registered. The MTN branch is unable to provide a copy of the contract, they are apparently shredded after a period of time, and the insurer won't update the insurance without it. I have been paying the insurance all this time regardless. Most of the multiple people i have spoken to at the branch and and at MTN are polite but seem to not be able to do anything about this and the insurers themselves are totally uninterested in the issue and resolving it, in fact they are simply stonewalling me.