Mtn insurance

I have had mtn insurance from day one since getting a contract phone that is a good solid 8 years, and since upgrading my contract mtn insurance have never updated their system when I phoned in to put the new device, now I have been waiting 2 months already for them to look for a recording to fix their problem and they have assured me that it was not their fault neither mind? But whose fault is it then surely it must be the system then making decisions by itself! So not happy with mtn insurance