MTN's customer care and follow through sucks!

When I upgraded my contract at Blue Route 18 months ago, I asked for my insurance to be updated so that my new phone was covered. My screen cracked in March. When I tried to claim, I was informed by the insurer that MTN had failed to update my policy, and as a result I've been paying insurance on a phone I no longer have for the past 18 months. Have tried repeatedly to get MTN to rectify their error and they keep referring me to the insurer even though it's MTN'S ERROR. Repairing the phone myself will cost R3000. Thanks for nothing, MTN. Your customer care is appalling!