MTN Insurance is horrible

I upgraded my contract phone a year and a half ago and opted out to continue my insurance. MTN continued billing me and I took it let me keep the insurance. When I submitted a claim with the upgraded phone I was told I am paying insurance for the old phone and not the new one therefore I cannot claim. Why would I pay insurance for a phone I am no longer using. I am told that I was supposed to change my insurance details. This was never communicated to me or I would have done so. The whole back and forth was so tiring. This service was so terrible I have been an MTN customer for so many years and this is utterly disappointing.