MTN insurance

I insured my iPhone 7 with MTN insurance because I have been using The MTN Network my Whole life, but recently I experienced bad services. Someone managed to make a claim on my insurance and got a Samsung S9. I upgraded my phone to iPhone 12 Pro My question is how did they manage to do that because I still have my iPhone 7 and my ID with me, my phone was not blacklisted and according to them the person provided my ID copy but the picture is different and the date issued. I continuously call them and it’s been two months now. Every time I call they tell me that my case is still under investigation. This must have been an inside job because how does the person know that I have insurance with MTN and I didn’t claim. On top of that my phone contract was ending. I am truly disappointed because I haven’t gotten any resolution to this and when I call, they put me on hold until the call ends then I have to call again. I am really tired. I am a paying customer and surely I deserve to know what really with the investigation and get some hand of verdict to what’s the way forward with this.