MTN insurance is useless

In Feb 2015 I upgraded my phone at MTN Canel Walk and requested insurance. I completed the necessary forms and was assured that I was covered. on the 13th Feb 2016 my phone was ******. I went to MTN Blue Route to do the claim. It was then discovered that the insurance had never been added to my account. I do have copies of all signed forms. The consultant logged a claim. After a week of getting no response, I went to the Steenberg branch. Since then Craig at Steenberg has been trying unsuccessfully to resolve the issue. He has escalated it to his area manager who has confirmed that the insurance department is responsible. But neither of them have been able to get a response from the insurance department. If you call MTN insurance, the phone just rings and no one answers. If you email them, you get an auto response saying they are attending to it, but you never hear from them again.