MTN insurance dispute

Good day I had a very bad experience with my network provider Mtn. Paid for insurance the past four years never claimed. Wanted to claim for the first time for an LCD repair and found that My mobile phones IMEI number does not match my current upgraded Insurance policy schedule.Whiles further investigating the matter it was also found that I have been paying for a previous model Mobile phoned I had on a previous contract that ended in 2016.Very frustrated and no satisfaction with this matter.