MTN Insurance not to be trusted

i have 2 cell phone contracts and both devices are insured by Mtn Insurance. in 2014 I upgraded and took 2 Iphones. I took my one phone for repairs in February and to my surprise the insurance is now telling me that the information on their system indicates thatthe phone that is insured is the old Samsumg which I HAD BEFORE MY UPGRADE IN 2014. Surely someone didnt do his job properly as they failed to update my phone details on their system. so why should i be punished for that as i have honoured my part by payong for the insurance every month. i have submitted my complaint to MTN but to date have not received any feedback. the most frustrating thing is that they can hardly pick up their phones when you call . and according to their contract they say they provide a pick up service and offfer a loan phone but its all a lie as they do not provide that service.