MTN insurance not processed after a year

About a year ago I signed up for a 36 month contract with MTN on an iPhone 7. I opted for the MTN insurance as the offer seemed sensible instead of adding it to my private insurance. For some unKnown reason my debit orders bounced causing me request a re-debit order. I went into MTN to sort it out. No help was offered, but at this time I did query my insurance as I noticed the amount coming off to be a bit low. Insurance was confirmed by the agent. That separate issue was finally solved through hellopeter. After confirming my insurance I was certain that I was covered. Now despite protecting my phone with a cover and glass screen, my phone fell as I was taking my baby out of the car. My screen is now cracked. Yesterday I went to MTN to get the repair process started and they informed me I am not insured. I have all the signed insurance documents with me. How can MTN do this to people. How many others think they are covered but in fact still have to go through this process?