MTN Insurance Ripoff

I have been an MTN contract customer for about 10 years now. Ever since the Giant Mobile Network handed their insurance claims to Pinnacle I am certainly not happy at all when it comes insurance claims. I had a lost phone claim in January 2017 and only got another phone in March after sending through several complaints but even after all that they still delivered a wrong phone. Now I got ****** on November 25th 2018 and lodged an insurance claim but surprisingly when I called in on Monday this week I spoke to a certain Mr Sanele of Pinnacle who informed me that my claim was rejected due to an unpaid premium in August. I asked him to elaborate further as I wasn't aware of any unpaid premium but he was so rude and arrogant towards that he told me that there's absolutely nothing I can do as he was taking my claim off the system. I've been trying to get in contact with MTN because I seriously don't understand why they only telling me now about an August payment now that I'm claiming. Someone clearly didn't do their job because I didn't know anything about my account being in arrears, but now I'm suffering because of that. This is so surprising and ***** as none of the consultants I spoke to gave me a reference number. Every time I asked for a reference number they just hung up.