MTN Insurance misleading

MTN Contact center contacted me for an upgrade on my phone. I did the whole upgrade and everything went good. My phone (samsang s9) fell and needs a new screen I submitted a insurance claim t have it fixed.

I followed up and was told that I have to proof that I have insurance added and that I specifically requested that my insurance also be upgraded to cover the new phone. I have requested for copies of phone recording when upgrade was done but I'm being ignored. Now my claim is declined because insurance cover is for my old samsung s7 because I apparently insurance is not upgraded with the phone.

I feel MTN is knowingly committing ***** by taking my money every month for insurance and then at claim time using it as an excuse to pay out a claim. I feel if a client has insurance on his contract and upgrades his phone why would the client insure the old phone and not the new one.