MTN Insurance - HIGHLY DISSAPOINTING

I have been trying to resolve and Insurance claim with MTN since the 5th of January 2021, and to date the query has not been resolved. Numerous people seem to respond to my e-mails, and they keep asking about a Waiver form, which I have repeatedly advised is non existent as an upgrade was done online and received via courier during lockdown last year. Furthermore, I did not request Insurance for my device, but this was added to my account, and even after I cancelled the Insurance, they continue to bill me for Insurance. Initially I requested a credit for the Insurance fees charged, but I now want a new device (which was been in December) because if you are paying for Insurance, I feel you are entitled to claim.