MTN upgrades and insurance process ****

MTN upgrades and insurance process **** I upgraded with their rewards team (Mondoc) April 2021 and now that I submit a claim I am told insurance was not taken and I am still paying insurance on old phone and new phone. How does one pay insurance for old phone and not new phone you still paying over a R1000 monthly on. When you query with MTN you passed to many teams who cannot assist. Their processes are to catch clients off guide and not get pay when clients is desperate for claim on insurance paid.