MTN insurance CAPTURED THE INCORRECT PHONE

My phone got ****** on the 7th April. I submitted my insurance claim via email on the 9th April. I got told that I need to go to any MTN STORE to get proof of insurance because my IMEI number differs on the system. I went to MTN sandton city and I was told no I need to go to the store where I bought it but when they checked on the system a BlackBerry is insured under my name, LIKE WHAT THE HELL? Cause I've been paying for a S6 EDGE PLUS and its the only phone I've taken out insurance on and bought on contract from MTN.

They are now giving me the run around so I'm so furious I can't believe this is happening. I've been paying insurance for over 2 years and its the first time claiming.