MTN insurance's service is bad

Last year March I received a call from MTN informing me that I qualify for an upgrade. The lady that helped me then told me about the new Huawei P Smart 2021. I agreed to take it after she told me that it only cost R300. I then asked her about insurance for the phone, she told me insurance is included in that R300. To my surprise here I was paying R387 pm. I called MTN and enquired about that, they then told me that I am actually paying for insurance. I was disappointed because I felt like that lady misled me into taking that upgrade, but then I agreed to pay the insurance. Now that Huawei phone stopped working, the phone just went off and I don't know how and what happened. I went to MTN with hopes for them to fix it for me, when I got there I was told that they want an Invoice, I provided them with an invoice only for them to tell me that most phones that were purchased online are rejected for getting fixed and indeed she was not lying, she tried multiple times and made a few calls but still. That is when I went to MTN insurance. I called them on the 18th of January and they sent me a claim form on the 19th of January. I sent it back same day with all the information only for them to respond to my emails after a day or two, and they would ask me one question at a time. This dragged for two weeks straight and this is the third week and they still have not assisted me. They only responded to my email after two days, right after complaining and threatening to escalate this matter, with some information that the Huawei P Smart is not in their system meaning that I was paying insurance for my old phone whereas I requested insurance for my new phone, now they are telling me about premiums I might need to pay and excess I will have to pay. I do not understand what premiums because this whole thing is not my fault. They haven't responded to my email since the 31st of January. I am annoyed at how they are dragging this whole thing and I do not have a phone and now i have to rely on my laptop which needs a lot of data. I just need them to speed up this whole thing because I have to pay for my phone but no I won't pay for a phone that is not working.