MTN insurance

I have insurance with mtn,I lost the phone a phone a month ago,u did send them all the documents they want then send m a repond saying my policy lapsed then I send them proove of payment after that they said the finance department will get back to m,now it's another month they did debit again the said insufficient funds but I do have money on my bank account and still they don't help m with the claim .I will never advise a person to take MTN insurance NEVER!!!!!