MTN Ottery Hypermarket - Bad service / lack of information

I'm having a extremely hard time claiming from MTN insurance through MTN Ottery Hypermarket. Firstly, Zaid , the consultant who assisted in upgrading my business contract, failed to inform me that when purchasing a Samsung S8 phone, you need to register with Samsung to benefit from their screen protection policy. He also failed to update my insurance details from my old phone to the new upgraded cell phone.After returning to this branch and was told to update my details which i filled out and another consultant Tiny, told me he would send off, today he has not yet done so. This resulted in endless issues with MTN for me to now claim for a screen replacement. This after they still deducted for Insurance on my OLD phone for 4 months. Can someone please help me sort this mess out as going into a MTN branch and speaking to any consultant results in having to call into some number at MTN ANYWAYS????

Lack of service for clients is pathetic